Customer Service Team Lead

6 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time


Start Date: August 18

Work Setup: 100% Onsite (BGC Taguig)

Requirements:

  • Minimum experience of 4 years with customer service in the BPO/BPM industry
  • Bachelors degree in any course or equivalent experience
  • 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
  • Regularly formulate and execute internal and external governance
  • Effectively handle client escalations and formulate actions to resolve any concerns
  • Work with the operations managers to obtain necessary resources like training and support for the teams requirements
  • Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
  • Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
  • Familiarize the team with the latest process update and changes, team and individual targets
  • Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

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