Team Leader

19 hours ago

Taguig, Philippines TASQ Staffing Solutions Full time

Team Leader (Financial/Customer Service) - BGC TAGUIG

Benefits:

  • HMO for Employee and 2 Dependents (On Day 1)
  • Quarterly performance bonus
  • Outstanding career development opportunities
  • 24 Leaves Annually


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.

General Knowledge & Skills:

  • Knowledge of Customer care operations
  • Experience in managing teams
  • Able to coach, mentor, motivate and interact with people
  • Excellent verbal and written communications
  • Strong decision making and analytical ability
  • Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Key requirements:

  • Minimum experience of 4 years with customer service in the BPO/BPM industry
  • Bachelors degree in any course
  • A 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 shifts
  • Amenable to work in shifting schedules.
  • Amenable to work ONSITE (TAGUIG).
  • Able to start ASAP

Job 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 issues
  • Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
  • Regularly formulate and execute internal and external governance
  • Effectively handle client escalations and formulate actions to resolve any concerns
  • Work with the operations managers to obtain necessary resources like training and support for the teams requirements
  • Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
  • Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
  • Familiarize the team with the latest process update and changes, team and individual targets
  • Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects


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