Customer Interaction Centre Team Leader

7 days ago

Makati City, National Capital Region, Philippines Probe CX Full time $104,000 - $130,878 per year

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, standards and sales targets, 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 sales, 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.

  • Responsible for Training and development of staff.
  • 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.

Qualifications and Key Competencies

  • At least 2 years' experience in similar capacity is required for this position
  • Experience on phone, email and live chat support preferred but not required
  • Experience in Technical Support is preferred
  • Has strong verbal and written communication and comprehension skills
  • Good problem solving and critical thinking skills with focus on issue

resolution and customer satisfaction

  • Resourceful, able to multitask and has high attention to details

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