Team Lead
2 weeks ago
About the job:: Team Lead - Telco Sales and Fulfillment (Taguig) | Onsite
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
Summary/Description:
- Manage a team of CSR associates in BPO operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team.
- The role will also require the individual to motivate, mentor, coach, and groom the team.
- Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
General Knowledge & Skills:
- Knowledge of Customer care operations
- Experience in managing teams
- Able to coach, mentor, motivate, and interact with people
- Excellent verbal and written communications
- Strong decision-making and analytical ability
- Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Requirements:
- Minimum experience of 4 years with customer service in the BPO/BPM industry
- Preferably with Telco Sales background
- Bachelor's degree in any course
- A minimum of 3 years in the role of a team leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
- Willingness to work in rotational shifts
- Amenable to working in shifting schedules.
- Amenable to work ONSITE (TAGUIG).
- Able to start ASAP
Responsibilities:
- Effectively manage teams, including tasks such as resource planning, career planning, performance management, attrition management, etc.
- Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
- Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
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