BPO Subject Matter Expert/Team Leader

1 day ago

Pasay, National Capital Region, Philippines EPX: EPERFORMAX CONTACT CENTERS Full time

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

  • Attend to real-time needs such as, but not limited to, call escalations floor support
  • Monitor and control real-time scores in order to satisfy the needs of the program, clients, customers and agents
  • Communicate and teach updates or system issues to ensure agents have the tools they need to maximize productivity and motivate continual improvements in performance
  • Coordinate with other departments for employee concerns
  • Render phone time to keep product knowledge, skills and behaviors up to date

Qualifications

  • 2-year undergraduate degree (communications arts and education majors preferred)
  • At least 1-2 years of experience as a call center/BPO Subject Matter Expert/Team Leader
  • Excellent Verbal and Written Communication Skills
  • Experience in developing talents to its full potential
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)

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