Team Leader

1 week ago

Cebu City, Central Visayas, Philippines IntouchCX Full time $40,000 - $80,000 per year

Job Description:

  • Manage and supervise CSRs
  • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
  • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
  • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
  • Use critical thinking to develop solutions to improve business performance and partner success
  • Motivate teams through relationship building and real-time coaching
  • Develop incentive programs to motivate CSRs to achieve desired outcomes
  • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
  • Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
  • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
  • Gain expert level knowledge on all partner products and promotions
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
  • Act as a role model and exemplify our 10 Things (cultural values)

Job Requirements:

  • High school diploma or equivalent (required)
  • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
  • 1-2 years of experience in the contact center and/or customer service industry, with at least 2 years in a Team Lead/Supervisory role
  • Experience dealing with escalated issues in a contact center capacity
  • The ability to type 30 WPM with accuracy
  • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
  • The ability to use spreadsheet applications to maintain and develop operational reporting
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • The ability to work a variety of shifts, including days, evenings and holidays

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