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Senior Group Lead
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TASQ is urgently seeking an on-site Senior Group Lead - Travel Support in Cebu. The pre-screening interview will be conducted over the phone.
**Position Overview: Senior Group Lead (Cebu)**
**Work Arrangement:** Onsite
**Shift Schedule:** 24/7
**Responsibilities:**
- Manage a team of Team Leaders (TLs).
- Maintain various metrics as defined by the client.
- Independently address customer care issues, assist customers in problem-solving, provide resolutions, coordinate escalations, and assess customer needs.
- Motivate the team through effective management, career development, and the implementation of reporting mechanisms.
- Serve as the liaison with other company departments that impact technical support, engaging in one-on-one relationship management.
- Analyze reports, including process dashboards and team performance reports, and initiate appropriate action plans and training sessions.
- Oversee team attendance and attendance incentives, manage shift-level projects and initiatives, and handle the administrative responsibilities of the group/shift.
- Mentor and support new hires.
**Qualifications:**
- Graduate in any field.
- 4-6 years of relevant work experience.
- Proficient in computer skills, including MS Office, operating systems, internet services, and online tools.
- Strong verbal and written communication as well as presentation skills.
- Good interpersonal skills and people management abilities with a solid problem-solving approach.
- In-depth knowledge of service procedures.
- Strong analytical skills for Management Information Systems (MIS), data analysis, and reporting to both internal and external customers.
- Ability to exercise managerial judgment and serve as a mentor.
- Proven customer service skills.
- Leadership abilities.
