Call Center Team Lead

15 hours ago

Manila, National Capital Region, Philippines Marie France Bodyline International, Inc. Full time

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

JOB DESCRIPTION:

  • Spearheads the telemarketing function of the Call Center Section in accepting and handling all calls and inquiries thru the 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 Care Specialists and endorses their concerns Community Manager.
  • Informs the Customer Care Specialists about the following: systems updates, new policies, and procedures, upcoming promos, discounts and advertisements, treatment machine schedules, schedules of Consultants, Dermatologists and Doctors.
  • Manages the timekeeping and scheduling of all assigned Customer Care Specialists including shifting, leaves, change in work schedules, overtime, etc.
  • Prepares weekly report updates for submission to Management.
  • Coordinates with the Operations Officers in charge of the account regarding problems encountered
  • Closely coordinates with the Community Business Manager 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 Care Specialists contribute in achieving the team's overall goal.
  • Manages the manpower schedules and ensures that there are enough Customer Care 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 work experience in telemarketing and/or customer service
  • With proven experience in handling both inbound and outbound calls
  • Has sales experience, specifically turning leads into conversions
  • Experience as a Call Center Team Lead in an in-house setup is an advantage
  • Computer literate and should have excellent communication skills
  • Can communicate across all levels of the organization
  • Strong leadership skills
  • With a pleasant voice and pleasing personality.
  • Willing to work onsite in Makati City

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