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BPO Team Manager/Coach

2 weeks ago

Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time $40,000 - $80,000 per year

Responsibilities:

  • Facilitate the development of agent performance by conducting individual coaching sessions
  • Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities
  • Communicate and teach product updates, behavior gaps, call drivers or system issues
  • Actively participate in weekly/bi-weekly calibration sessions
  • Review, validate and approve requests within their authorization limits and take escalated calls
  • Build a strong working relationship with teammates and other departments

Requirements:

  • 2-year undergraduate degree (communications arts and education majors preferred)
  • At least 1-2 year of experience as a call center/BPO Team Manager supporting an Insurance account
  • Excellent communication skills
  • Experience in developing talents to its full potential
  • Effective communication and interpersonal skills
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)