Team Leader

4 days ago

Ortigas Metro Manila, Philippines Enshored Inc. Full time

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.
  • Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
  • Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
  • Provide a career path for the Advisors who would like to level up through an effective and comprehensive training plan.
  • Carry out needs, assessments, and performance reviews to officers.
  • Set and meet performance targets for efficiency and quality.
  • Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.
  • Practice and ensure compliance with all policies and procedures of the company.
  • Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
  • Coordinate with Recruitment, IT, and liaising with the HR team.
  • Perform other duties as assigned.

MINIMUM REQUIREMENT QUALIFICATIONS

Key Skills

  • High level of initiative, accountability, and self-motivation
  • Strong customer service orientation
  • The ability to build a productive and highly-engaged work environment
  • Maintain calmness and composed under tight pressure and provocations
  • Ability to work independently and take responsibility for seeing things through to completion.
  • Attention to detail

Education and/or Experience:

  • Bachelor's/College degree
  • 2-3 years of experience working as a Team Leader in a BPO
  • Experience handling a Content Moderation account preferred

Demonstrated competency in the following areas is also required:

  • Strong leadership, people management, administrative, and numeracy skills
  • Strong written and verbal English communication skills
  • Proven experience at developing and maintaining relationships with key internal and external stakeholders.
  • Team facilitation and training skills.
  • Commitment to delivering to the highest quality first time
  • Proven ability to work to deadlines and under pressure with a positive attitude

Language Skills:

  • Above Average communication skills in English

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