Team Leader
2 weeks ago
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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