Senior Team Leader

The Senior Team Leader is responsible for providing and supporting the day-to-day provision of the Services and promoting the technical knowledge and understanding of the End User Helpdesk team, in a manner which is conducive to effective working relationships and in line with transcosmos Information System's (TCIS) values and objectives. This includes ensuring that a continually high-level of service is provided to the customers as set out in TCIS's agreements with customers.

To provide this high level of service, the Senior Team Leader will be required to effectively manage their available resource groups, including team members, equipment, information, and technologies, and to ensure that all necessary information is available to and understood by their team members.

Key Tasks and Responsibilities:

• Manage the day-to-day operation of the team.
• Ensure the service meets Service Levels and KPIs (Key Performance Indicators)
• Monitor and report on performance on various channels, the team, and employees.
• Monitor, manage, and seek to continually improve agent performance.
• Contribute to continuous improvement.
• Maintain a quality business relationship with all customers.
• Handle internal and external escalation and complaints.
• Plan, coordinate, and chair regular meetings with employees
• Provide support to team members by coaching, mentoring, training, and guiding their development. Arrange for necessary actions when and where required.
• Participate in recruitment and selection of employees.
• Follow and ensure TCIS' policies and procedures are followed.
• Promote positive employee behaviors by leading by example.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

• Good working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Computer and internet savvy
• Call/Contact Center ticketing tools, i.e., Zendesk, Salesforce (or similar CRM platform)
• Call/Contact Center call management tools, i.e., Avaya, 8x8 (or similar), are advantageous.
• Industry-specific qualifications (e.g., ITIL)

Behavioral:

• Excellent written and verbal communication.
• Excellent personnel management skills
• Ability to take the right decisions, powerful sense of ownership, and accountability.
• Flexible, adaptable, and able to work to tight deadlines.
• Ability to apply creativity to resolving problems.
• Ability to build effective working relationships at all levels.
• Positive and enthusiastic personality and approach to work
• Willing to learn new skills and grow with the company.

Qualifications [EDUCATION and/or EXPERIENCE]:

• Proven history of previous experience in Data Entry and Transcription services
• Previous experience in Customer Service in a BPO setup is nice to have.
• University diploma or equivalent
• Customer support service management experience in a multinational corporate environment
• Excellent communicator
• Excellent personnel management skills
• Industry-specific qualifications (e.g., ITIL)

Languages

• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

• Competitive compensation packages
• HMO/Medical and dental coverage
• Life insurance
• Non-taxable allowances
• Night differential
• And much much more