Team Leader

2 days ago

Quezon City, National Capital Region, Philippines Probe CX Full time

Job Overview:

The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.

Duties and responsibilities

  • To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
  • Delivery of team service level components, quality and productivity targets & indicators.
  • People Management, including all HR related issues, as well as staff development.
  • Operational Management: Managing the floor, adherence to schedule.
  • Ownership and problem resolution.
  • Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
  • Recommendations for product and process development based on customer feedback and analysis of the same.
  • Conducting performance appraisal for the team.
  • Compiling reports on team's performance and customer feedback.
  • Communication and being a focal point of dissemination of information from management to team and vice versa.
  • Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
  • Offers solutions and suggestions for process and product improvement to management.

Qualifications:

  • At least 2 years of Team Leader experience is required
  • Has strong verbal and written communication and comprehension skills
  • Good problem solving and critical thinking skills with focus on issue resolution and customer

satisfaction

  • Must be amenable to work in Eastwood, Quezon City

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