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Team Lead

2 weeks ago

Cebu City, Central Visayas, Philippines Datamatics Careers- Philippines Full time

**Job Overview**

Datamatics Careers- Philippines is seeking a highly skilled Team Lead to oversee the performance of our ambassadors, focusing on delivering exceptional customer experiences, driving upsells, and retaining customers.

Main Responsibilities:

  • Develop Ambassadors' Skills: Provide coaching, real-time feedback, and facilitate developmental activities to enhance ambassadors' performance.
  • Client Escalations and Productivity:** Manage customer and client escalations, monitor agent productivity, and serve as the primary subject matter expert for the team.
  • Knowledge Transfer:** Ensure high-quality service by transferring client-specific knowledge to ambassadors, increasing upsell rates, and retention levels.
  • Collaboration and Reporting:** Work closely with managers, client SMEs, and ambassadors to assess opportunities, generate action plans, meet targets, and provide daily, weekly, and monthly team performance reports.
  • Training and Development:** Identify improvement opportunities, create topics for continuous training, and participate in developing, implementing, and updating training content.
  • Critical Thinking and Problem-Solving:** Assess complex situations logically and provide timely solutions prioritizing employee, client, and customer satisfaction.
  • Communication and Coordination:** Create departmental correspondence, reports, and respond to customers through verbal and written communications, while coordinating work and vacation schedules for team members.

Qualifications and Requirements:

  • A minimum of 2 years of experience in Business Process Outsourcing (BPO).
  • A strong background in Customer Services, Sales, and Retention/Winback.
  • Able to handle 15-20 agents and amenable to working WOS setup.