Team Leader

12 hours ago

Makati City, National Capital Region, Philippines Probe CX Full time

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

● Must have Customer Service background

● 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 Wilcon, Makati

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