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Team Lead

2 months ago

Taguig, National Capital Region, Philippines Gratitude Philippines Full time
Job Title: Team Leader

Gratitude Philippines is seeking a highly skilled and experienced Team Leader to join our team. As a Team Leader, you will be responsible for leading a team of customer service associates and motivating them to achieve the team's SLA.

Key Responsibilities:
  • Lead a team of customer service associates and motivate them to achieve the team's SLA.
  • Consistently achieve all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
  • Floorwalks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers;
  • Ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Requirements:
  • 2-3 years experience in BPO set-up and healthcare is mandated.
  • Excellent written and oral communication skills.
  • Strong knowledge of Excel and other Microsoft tools.
  • Open to undergraduates.
  • Willing to work on a night shift and can start immediately.
  • Strong organizational, planning and analytical skills.
  • Basic arithmetic and statistical skills for analysis of data and generation of reports.
  • Problem solving skills.
Competencies:
  • Business Foresight – Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.
  • Influencing – Ability to work and lead transformations in a dynamic environment.
  • Fostering partnerships with internal and external stakeholders.
  • Working across boundaries – collaborative working towards a "One Firstsource" identity.
  • Decision making and problem solving skills.
  • Driving Excellence.