English BPO Financial Account Team Lead

2 days ago

Taguig, Philippines TASQ Staffing Solutions Full time

About the job English Team Lead - Financial Account (Insurance) | Taguig Benefits: HMO for Employee and 2 Dependents (On Day 1)Quarterly performance bonusOutstanding career development opportunities24 Leaves Annually General Knowledge & Skills: Knowledge of Customer care operationsExperience in managing teamsAble to coach, mentor, motivate and interact with peopleExcellent verbal and written communicationsStrong decision making and analytical abilityDemonstrate patience, passion for problem solving, ability to use knowledge bases, tools Requirements: Minimum experience of 4 years with customer service in the BPO/BPM industryBachelors degree in any courseA minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.Willingness to work in rotational shiftsAmenable to work in shifting schedules.Amenable to work ONSITE (TAGUIG).Able to start ASAP Summary/Description: Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.The role will also require the individual to motivate, mentor, coach and groom the team.Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Responsibilities: Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issuesHandle User/customer escalations and formulate actions to resolve any concerns and ownership till resolutionRegularly formulate and execute internal and external governanceEffectively handle client escalations and formulate actions to resolve any concernsWork with the operations managers to obtain necessary resources like training and support for the teams requirementsConduct quality assessment of agents performance and formulate trends for performance improvement of agents & teamsEnsure that the team members have the necessary knowledge and training to effectively deliver on their targetsFamiliarize the team with the latest process update and changes, team and individual targeIdentify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

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