BPO Team Leader

1 day ago

Iloilo City, Western Visayas, Philippines Hinduja Global Solutions Full time ₱800,000 - ₱1,200,000 per year

Qualifications:

  • At least 2 years of experience in handling a Team while managing a customer service process.
  • The candidate should have an overall experience of 3+ years in BPOs.
  • Should be willing to work the night shift and shifting schedule.
  • No problem reporting on the weekend and working from the site.
  • Fixed Sunday Off
  • Primetime shift
  • 100% onsite
  • Iloilo based

With Moderate Competency Level in ff.:

  • Communication Skill (Spoken)
  • Communication Skill (Written)
  • Customer Service Orientation
  • People Management/ Team Orientation
  • Drive for Results/ Execution
  • Thriving in Change
  • Expertise/ Analytical Skills
  • Product Knowledge
  • Problem Solving
  • Presentation Skills
  • Coaching
  • Process Improvement

Duties & Responsibilities:


• Ensures that the team and staff meet the account's productivity standards.


• Responsible for monitoring call center and agent on-line ACD data, ensuring that the floor operations meet the standards set (KPIs) in periodic intervals for the shift.


• Monitors all areas of performance metrics and helps the program manager/s ensure client service levels are met or exceeded.


• Monitors service e-mails and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.


• Coordinates with all parties concerned when systems affecting operations are not working effectively and reports the same to the operations management team.


• Works with program manager/s to develop better ways to improve the system, processes, service and quality.


• Determines work procedures and expedites workflow.


• Coaches and counsels his/her individual team members regularly to ensure that all standards of performance are met as well as maintain a high level of employee engagement and satisfaction across.


• Acts as subject-matter experts to the operations team / floor by addressing product-specific questions and taking customer escalations, as needed.


• Addresses escalated customer/client issues that require special handling, until resolution.

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