Team Lead

4 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱600,000 - ₱700,000 per year


Summary/Description:

  • Manage a team of CSR associates in BPO operations. 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
  • Bachelors 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 work 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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