Utility Account Team Lead

2 days ago

Mandaluyong City, National Capital Region, Philippines Sequential Technologies International Full time $80,000 - $120,000 per year
  1. Lead and mentor a team of call center agents to deliver high-quality customer support for utility services.
  2. Monitor team performance against KPIs and provide coaching to improve results.
  3. Handle customer escalations and resolve complex issues promptly.
  4. Ensure compliance with company policies, procedures, and regulatory requirements.
  5. Prepare and deliver performance reports and communicate updates to management.
  6. Conduct regular team meetings to provide feedback, share updates, and maintain engagement.
  7. Collaborate with quality assurance and training teams to enhance agent skills.
  8. Support workforce management in achieving optimal staffing and schedule adherence.
  9. Drive initiatives for process improvement and customer experience enhancement.

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