Team Lead

6 days ago

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

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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