Call Center Team Lead

2 days ago

Makati City, National Capital Region, Philippines Marie France Group of Companies Full time ₱250,000 - ₱500,000 per year

JOB SUMMARY:

The Call Center Team Lead shall oversee the section in ensuring the efficiency of the Customer Success Specialists in handling all social media inquiries, and telephone inquiries and converting the acceptable number of inquiries into actual bookings and shows.

JOB DESCRIPTION:

  • Spearheaded the telemarketing function of the Call Center Section in accepting and handling all calls and inquiries through social media apps and converting them into actual consultations.
  • Responsible for accepting and handling calls and inquiries as part of the Call Center team.
  • Monitors the performance of assigned Customer Success Specialists and endorses their concerns to the QA Officer.
  • Informs the Customer Success Specialists about the following: systems updates, new policies, and procedures, upcoming promos, discounts and advertisements, treatment machine schedules, and schedules of Consultants, Dermatologists, and Doctors.
  • Manages the timekeeping and scheduling of all assigned Customer Success Specialists including shifting, leaves, change in work schedules, overtime, etc.
  • Prepares report updates for submission to Management.
  • Coordinates with the Operations Officers in charge of the account regarding problems encountered
  • Closely coordinates with the QA Officer to determine the impact/success ratio of advertisements released based on the number of inquiries received.
  • Oversees the team's targets and ensures that all the Customer Success Specialists contribute to achieving the team's overall goal.
  • Conducts regular coaching with the Customer Success Specialists to ensure compliance and quality are achieved.
  • Manages the manpower schedules and ensures that there are enough Customer Success Specialists at any given time (regular working days and holidays)

QUALIFICATIONS:

  • College graduate of any four (4) year course
  • with at least four (4) years of work experience in telemarketing and/or customer service
  • computer literate and should
    have excellent communication skills
  • can communicate across all levels in the organization
  • strong leadership skills
  • with a pleasant voice and pleasing personality.

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