Team Leader

2 days ago

Bacoor, Calabarzon, Philippines Private Advertiser Full time $104,000 - $130,878 per year

KEY RESPONSIBILITIES:

* Directly manage a team of 10-15 or more agents, including the provision of appropriate discipline,

discharge, and ensuring accuracy of inputs regarding payroll documentation.

* Review and evaluate agents' performance on a weekly, monthly and quarterly basis. Pinpointing root cause for performance variance,

trending, and creating improvement plans to correct and improve performance gaps.

* Maintain up-to-date level of product and procedural knowledge be being attentive to and

acting upon information advised in email updates, team meetings, trainings and other breifings.

* Responsible for administering company policies, best practices, and standard operating procedures

to facilitate performance that exceeds client expectations.

* Responsible for accurately tracking and reporting the team's attendance and seeking coverage as needed to secure staffing

and meet committed hours according to the client's expectations.

* Performs other duties as assigned.

QUALIFICATIONS:

Minimum of 2-3 years of experience in a BPO environment, with at least 1 year in a supervisory or leadership role.

Strong leadership and team management skills.

Proficiency in performance metrics and reporting tools.

Familiarity with CRM software and call center technologies.

Strong organizational skills and attention to detail.

Preferably Proven Team lead experience in BPO

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