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ESSENTIAL DUTIES AND RESPONSIBILITIES
● Manage and direct the daily activities of the call center agents, including
creative resource planning and implementing call center strategies and
operations.
● Provide operational guidance. Train, coach, monitor, recognize, support, and
promote discipline in any given situation.
● Provide meaningful career and professional development for assigned
experts in partnership with leadership development staff.
● Provide a career path for the Advisors who would like to level up through an
effective and comprehensive training plan.
● Carry out needs, assessments, and performance reviews to officers.
● Set and meet performance targets for efficiency and quality.
● Ensure that the Service Delivery processes and team are meeting Enshored
and client-specific KPI targets.
● Practice and ensure compliance with all policies and procedures of the
company.
● Coordinate and cooperate and collaborate with fellow coaches serving a
shared customer base to ensure a seamless customer experience.
● Coordinate with Recruitment, IT, and liaising with the HR team.
● Perform other duties as assigned.
MINIMUM REQUIREMENT QUALIFICATIONS
Key Skills
● High level of initiative, accountability, and self-motivation
● Strong customer service orientation
● The ability to build a productive and highly-engaged work environment
● Maintain calmness and composed under tight pressure and provocations
● Ability to work independently and take responsibility for seeing things through
to completion.
● Attention to detail
Education and/or Experience:
● Bachelors/College degree
●
2-3 years of experience
working as a Team Leader in a BPO
Demonstrated competency in the following areas is also required:
● Strong leadership, people management, administrative, and numeracy skills
● Strong written and verbal English communication skills
● Proven experience at developing and maintaining relationships with key
internal and external stakeholders.
● Team facilitation and training skills.
● Commitment to delivering to the highest quality first time
● Proven ability to work to deadlines and under pressure with a positive
attitude
Language Skills:
● Above Average communication skills in English
