Team Leadership Manager

1 week ago

Ilocos, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000

Our Company is looking for a dynamic and results-driven Team Manager to join our team. The successful candidate will be responsible for leading a high-performing team, developing and implementing strategies to improve customer satisfaction and loyalty.

Responsibilities:

  • Oversee, coach and develop Customer Care teams to respond to customer inquiries, resolve issues and answer various questions.
  • Monitor email/call volume, email backlogs and actions/responses of the agents or team members to maintain and improve the resolution's quality and integrity.
  • Supervise and develop Team Managers if needed due to ratio and business needs.
  • Assist in agent goal-setting practices.
  • Take escalated calls.
  • Collaborate with the Training department.

Qualifications

Our most successful candidates will have:

  • Required Qualification: Graduate/post-graduate.
  • In-depth knowledge and experience in process management.
  • 4-5 years of experience in process management with over 2 years of experience as a Lead/SME.
  • Experience in managing a team of direct reports.
  • Proven track record in managing process, streamlining workflows and excellent people management.
  • Strong verbal and written communication skills; the ability to communicate in a clear, constructive and professional manner.
  • Good working knowledge in MS Office applications: Word, Excel, & PPT.
  • Ability to adjust quickly and smoothly to changing priorities and conditions.
  • Ability to interpret data, identify trends and make suggestions for improvements.
  • The ability to efficiently manage time and keep track of multiple schedules, meetings and initiatives.
  • Pro-active ability in developing trust and professional rapport with employees and team members.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our most successful candidates will have:

  • A Bachelor's Degree or Associate Degree is preferred but not required.
  • Experience in managing a team of 50 to 60 associates.
  • Experience and knowledge in supporting travel and hospitality program as a customer service line of business.
  • Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
  • Strong customer orientation when managing communications and issues.
  • Knowledge of metrics, their measurements, thresholds, targets and process owners.
  • A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.

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