Team Leader: Call Center Supervision

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeOperations Full time
Senior Operations Team Lead

This position ensures the day-to-day supervision of a group of call center associates and maintains performance metrics by providing coaching, motivation and accountability.

  • The Senior Operations Team Lead is responsible for ensuring service delivery meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Stay current on internal work processes, policies and procedures.

Candidate Profile

  • A highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
  • Ability to mentor, coach and provide direction to a team of employees.
  • Willingness to work a flexible schedule.

Responsibilities:

  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring.
  • Effectively coach direct reports on their performance on a regular basis.
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates.
  • Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies.

Requirements:

  • Associate's degree in related field with two to four years of relevant experience preferred.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Strong communication skills, both written and verbal.
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.

Benefits:

This role offers opportunities for growth and development in a dynamic organization.

The Senior Operations Team Lead plays a key role in driving business results and contributing to the success of the organization.

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