Team Leader

4 days ago

Pasig, National Capital Region, Philippines Enshored Full time ₱1,200,000 - ₱2,400,000 per year

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

●
2-5 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

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