Team Leader

2 days ago

Cebu City, Central Visayas, Philippines Support Services Group Full time ₱1,200,000 - ₱3,600,000 per year

As a Call Center Team Lead at Support Services Group, this is your opportunity to:

  • Be responsible for directly managing a staff of associates
  • Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets
  • Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)
  • Collaborate with leadership and quality team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed
  • Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues ·
  • Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance
  • Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables
  • Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals

Additionally:

  • Assist with Call Audits when necessary
  • Conduct call listening and assess the call based on quality forms provided
  • Ensure that information provided during the call done by the agents are accurate
  • Timely and accurate completion of standard and advanced quality forms, reports and analysis
  • Complete ad hoc reports as requested
  • Adhere to call audit targets
  • Attend and participate in quality calibration session
  • Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

You Bring:

  • Excellent comprehension and communication skill (verbal and written) within the organization and with clients
  • Must have some background in administration and as a Call Center agent.
  • High proficiency in using MS Excel and PowerPoint
  • Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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