Call Center Team Lead
7 days ago
Job Summary:
Experienced and motivated Contact Center Team Leader to oversee and guide a team of customer service agents. This role requires a dynamic individual with strong leadership qualities, proven problem-solving capabilities, and the ability to foster a positive work environment. The ideal candidate will be responsible for managing performance, handling multiple communication channels, and maintaining a high level of customer and client satisfaction.
Key Responsibilities:
- Lead and manage a team of customer service agents to achieve performance goals and KPIs.
- Collaborate with other Functions/Departments to streamline operations and improve overall customer service quality.
- Provide coaching and feedback to agents, ensuring continuous improvement in both individual and team performance.
- Oversee and manage daily operations, ensuring optimal service levels across multiple communication channels, including voice, email, chat, social media, and AI bots.
- Handle escalated customer issues, ensuring timely resolution and maintaining customer satisfaction.
- Analyze performance data to improve efficiency, and team engagement.
- Ensure adherence to operational Rules, processes, policies, and regulatory requirements.
- Manage workforce scheduling and resource allocation to maintain adequate coverage during peak periods.
Shift and Schedule Flexibility:
- Ability to work on shift basis.
- Ability to work in weekends and national holidays.
Qualifications:
- Education:
- Bachelor's degree or higher.
- Language Proficiency:
- Excellent communication skills in both English and Filipino (speaking, writing, and listening).
- Interpersonal Skills:
- Strong ability to interact with employees at all levels, across various functions, and with clients in a professional and effective manner.
- Technical Proficiency:
- Solid computer literacy with a strong command of Windows and Microsoft Office applications.
- Technical background is a plus.
- Experience:
- Minimum of 1:2 years of experience as a Contact Center Team Leader for complex projects.
- Experience in managing and handling various communication channels including voice, email, chat, social media, and AI bots is a plus.
Detailed Interpersonal Skills:
- Leadership:
- Proven leadership abilities to guide, motivate, and develop a high-performing team.
- Coaching & Feedback Techniques:
- Expertise in on time coaching for agents and providing constructive feedback to drive performance.
- Problem-Solving & Root Cause Analysis:
- Strong problem-solving skills, with the ability to perform root cause analysis and develop action plans to resolve operational challenges.
- Analytical Thinking:
- Ability to analyze performance data and generate insights to improve team efficiency and customer satisfaction.
- Conflict Resolution & Emotional Intelligence:
- Ability to manage and resolve conflicts within the team to maintain a positive work environment.
- Team Building, Motivation & Engagement:
- Skilled in building teams, fostering motivation, and engaging team members to ensure high levels of productivity and morale.
- Time Management & Task Prioritization:
- Strong time management skills, with the ability to prioritize tasks effectively in a fast-paced and dynamic environment.
- Effective Follow-Up Techniques & Tools:
- Proficiency in utilizing follow-up tools and techniques to ensure tasks and customer issues are resolved in a timely manner.
- Commitment & Dedication:
- High level of commitment and dedication to achieving organizational goals and delivering exceptional customer service.
- Presentation Skills:
- Strong presentation skills to communicate effectively with team members, clients, and management.
Job Type: Full-time
Ability to commute/relocate:
- Dagupan City 2400 P01: Reliably commute or planning to relocate before starting work (Required)
Education:
- Bachelor's (Required)
Experience:
- Call Center: 5 years (Required)
Work Location: In person
Expected Start Date: 09/02/2025
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