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Junior Team Leader

2 weeks ago

Manila, National Capital Region, Philippines LTVplus Full time $104,000 - $130,878 per year

An exciting opportunity has arisen to join our Operations team as a Junior Team Leader

Job Description

  • Daily Operations - Team leaders are hands-on leaders. They make sure correct procedures are followed and routinely provide directions on what to do and how to improve.
  • Training and Subject Matter Experts - Team leaders should be knowledgeable of all the LOBs they support. Always ready to take over in case an issue in staffing occurs or an escalation arises.
  • Motivation - Responding to customer concerns can be challenging or monotonous at times. Team leaders should be able to encourage agents to take their roles seriously and work hard to build a loyal customer base. They set goals for them to achieve as a way to spur performance and to measure effectiveness.
  • Evaluation - Team leaders are expected to have a firm grasp of what their campaign/account wants and needs. They are also expected to set team members up to speed on duties and expectations, as well as product updates.
  • Performance Management - Team leaders monitor how both their team and its individual agents are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports.

Rate: 750 USD per month

Requirements

  • Fluent in English, both written and spoken.
  • Full time role
  • Has at least 3-5 years of Team Leader role
  • Great attention to detail and is very responsible.
  • Knowledge of the current live chat and help desk technologies.
  • Knowledgeable in as many CRMs as possible
  • Great analytical skills.
  • Fantastic communication skills
  • Goal-oriented.
  • Drive to improve your own set of skills and knowledge to grow together with LTVplus.

Responsibilities:

  • Manage and communicate team performance to the CS team.
  • Enlighten agents by providing new product updates and directions.
  • Complete a minimum of 4 documented coaching sessions for each agent per month.
  • Be a point of contact for clients if the CSM is not around.
  • Communicate training needs to the Training Team.
  • Ad-hoc tasks, relating to the role.

Equipment:

  • 8gb RAM and Core i3 above or equivalent processor (required)
  • Stable internet connection - 15 +mbps
  • Has a stable internet connection, hardware and power – with backups in case of outage

Benefits:

  • Remote (Work from Home) setup
  • Paid time off (Annual leave) and Sick Leave
  • Maternity and Paternity Leave
  • Online / Virtual social events (Fitness Class, dance class, Coffee breaks, Karaoke and Café Friyay)
  • Health Stipend