Tier1/Tier2 TL
4 days ago
TIER1 & TIER2 TEAM LEADER
§ Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team
§ Monitor and submit reports about Team's performance progress on action plans communicated by Supervisor
§ Plans creatively of meeting team objectives set by Supervisor and Account Manager in a consistent and timely manner
§ Profiles the capabilities of each member and sets individual Specific, Measurable, Attainable and Realistic Time-bound (SMART) objectives by conducting assessments and regular peer talks
§ Performs the functions of Tier 1 and Tier 2 when necessary
§ Monitor queues, SLA and staffing concerns
§ ELS logs for SLA failures, outages and other issues affecting shift performance
§ Access to updated policies and team performance
§ Provide coaching, refresher, training, feed backing on quality failures and under performance
§ Receive and provide feedback to Supervisor and Manager about objectives and action plans
§ Feedback to Account Supervisor and Manager
§ Facilitate team huddles and provides feedback to members
§ Facilitate team socializations
§ Creates action plans and provides feedback or coaching to agents to ensure that all QIS open items are closed within the week.
§ Provides support to an agent especially for difficult and problematic calls (floor walk) and answers supervisory calls, if needed
§ Coaches team members on technical aspects of the job when needed through counseling, teaching, mentoring and challenging activities especially for newbies or when product/account policy updates are available.
Requirements:
- At least one (1) year Certified Tier2
- Must have good knowledge about the QIS guidelines and have at least 90% QIS rating for the past 6 months
- Can work under pressure and is open-minded to changes
- Preferably with NO active DA
