Team Leader/Supervisor

Job Overview:

The Team Leader for the Contact Center is responsible for overseeing a team of 15 Technical Support Representatives (TSRs) or Customer Support Representatives, ensuring efficient and effective service delivery to customers. This role involves coaching, mentoring, and motivating the team to achieve performance targets while providing exceptional customer service. The Team Leader will work closely with the Campaign Manager to implement strategies and drive continuous improvement in the contact center operations.

Responsibilities:

_ Team Management:_ Lead and motivate a team of 15 TSRs or Customer Support Representatives, fostering a positive and productive work environment.

Performance Monitoring: Monitor team and individual performance metrics, such as Average Handle Time (AHT), Quality Assurance scores, and Customer Satisfaction (CSAT) ratings, to identify areas for improvement.

_ Coaching and Training: _Provide regular coaching and training to team members, focusing on technical knowledge, customer service skills, and process adherence.

Conducting Huddles and Meetings: Organize and facilitate daily huddles and regular team meetings to discuss performance, share updates, and address any challenges faced by the team.

Quality Assurance:Conduct regular quality assurance checks on customer interactions to ensure compliance with standards and identify areas for improvement.

_ Escalation Management_: Handle escalated customer issues and work with the team to resolve complex problems.

Reporting: Prepare and present performance reports to the Campaign Manager, highlighting team achievements, challenges, and recommendations for improvement. Collaboration: Work closely with the Campaign Manager and other teams to ensure seamless service delivery and alignment with overall business objectives.

Qualifications:

Team Management: Lead and motivate a team of 15 TSRs or Customer Support Representatives, fostering a positive and productive work environment.

_ Performance Monitoring:_ Monitor team and individual performance metrics, such as Average Handle Time (AHT), Quality Assurance scores, and Customer Satisfaction (CSAT) ratings, to identify areas for improvement.

_ Coaching and Training:_ Provide regular coaching and training to team members, focusing on technical knowledge, customer service skills, and process adherence.

Quality Assurance: Conduct regular quality assurance checks on customer interactions to ensure compliance with standards and identify areas for improvement.

Escalation Management: Handle escalated customer issues and work with the team to resolve complex problems.

Reporting: Prepare and present performance reports to the Campaign Manager, highlighting team achievements, challenges, and recommendations for improvement.

Collaboration: Work closely with the Campaign Manager and other teams to ensure seamless service delivery and alignment with overall business objectives.

Preferred Achievements: Certification in Six Sigma (White Belt or Yellow Belt) or similar process improvement methodologies is highly desirable.

Desirable Skills: Strong familiarity with customer service metrics and KPIs relevant to contact center operations, including AHT, Quality Assurance, and CSAT.

Knowledge of Business Continuity methodologies and risk management practices to ensure operational resilience.

Ability to work flexible hours, including shifts, weekends, and holidays as required.

Strong problem-solving and decision-making skills.

Attention to detail and strong organizational skills.

Job Types: Full-time, Permanent

Pay: Php30, Php35,000.00 per month

Benefits:

• On-site parking
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person