BPO Team Leader

1 week ago

Manila, National Capital Region, Philippines Star Digital Marketing Solutions Full time

BPO TEAM LEADER

Job Summary:

We are looking for Team Leader - management role that involves supervising a team of agents who handle customer service and operations for a travel company.

DUTIES AND RESPONSIBILITIES

  • Manage and direct the daily activities of the Team Lead and full time employees, 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.
  • Carry out needs, assessments and performance reviews to officers.
  • Setting and meeting 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.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

  • With GDS experience.
  • 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.
  • High Attention to details.
  • Open to feedback and criticism.
  • Bachelor's/College degree.
  • 2-5 years of experience working as a Team Captain in a BPO setting.
  • 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.
  • Above Average communication skills in English.

Job Type: Full-time

Work Location: In person

Location: 747 Nicanor Padilla St. San Miguel Manila

Ability to commute/relocate:

  • Reliably commute or planning to relocate before starting work (Preferred)

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Work Location: In person

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