Lead Team Professional

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeLeadership Full time ₱930,431 - ₱1,438,610
Team Leader Position

This role is responsible for leading a team of professionals and ensuring the success of various projects.

  • Key Responsibilities:
  • Act as the main point of contact for all team members regarding questions about any processes or products.
  • Work hand in hand with Training associates to get new hires up to speed.
  • Review calls and tickets to ensure that Service Level Agreements are met.
  • Send nightly updates or end-of-day reports.
  • Handle calls and tickets as needed and continue to provide excellent service to clients or customers.
  • Monitor calls and assist with Quality Assurance audits.
  • Periodically or daily, monitor the team's attendance.
  • Update the leadership team on any issues/updates about the accounts.

Requirements:

  • Essential Skills:
  • Strong verbal and written English skills.
  • A strong background in performance management concepts.
  • Openness to shifting schedules, flexibility regarding work hours, and availability to work on holidays.
  • Excellent coaching knowledge and skills.
  • Ability to work under pressure.
  • Above-average English written and verbal communication skills.
  • Demonstrated track record in achieving targets and improving agent performance.
  • Service and customer-focused mindset.
  • Strong analytical skills and attention to detail.
  • Strong decision-making and problem-solving abilities.
  • Knowledge of call center tools and processes.
  • Ability to develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals.

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