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Customer Support Team Leader

Customer Support Team Leader

WebhelpPhilippines, Philippines
10 days ago
Job description

The Team Leader is responsible for managing a team of Customer Service Executives for in order to :

  • Provide strategic, consultative advise and help solve technical issues
  • Fast learner of new technical skills and proactive about staying up to date on EMMA products and / or process
  • Providing support to EMMA across Australia, New Zealand, Malaysia, Singapore, and the United States of America.
  • Responsibilities
  • Manage day-to-day operations including service level management of queues, productivity of team members and the quality of service
  • Assist with case volume to ensure service level adherence
  • Coordinate outbound voice tasks, closely working with the client-EMMA
  • Manage and resolve escalations from team on complex customer issues promptly and professionally
  • Identify opportunities and work on action plans to improve team performance
  • Build reports on key performance and share actionable insights for continuous improvement, collating feedback from team members
  • Ensure business and individual agreed KPI's are met on a day to day basis.

Implement action plans to proactively address gaps on a ongoing basis.

  • Provide statistical and improve area operations, efficiency and service to both internal and external performance feedback and coaching on a regular basis to each team member.

    • Write and administer performance reviews for skill improvement

  • Performance Management out outliers in a prompt manner align to HR procedures and guidelines.
  • Effectively communicate to all external client stakeholders on a regular basis.
  • Responsible for preparing and presenting business reviews to the client on a weekly, monthly, quarterly and adhoc basis.
  • Provide daily direction and communication to employees in a timely, efficient and knowledgeable manner.
  • Support team member in handling difficult incidence with merchant's dispute or consumers who have missed payments via outbound calls
  • Provide continual evaluation of processes and procedures.

    • Responsible for suggesting methods to customers.

  • Drive daily operation of call center to include the development, analyses and implementation of staffing, training, and reward / recognition programs.

    • Work as a member / leader of special or on-going projects that are important to area / process improvement

  • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
  • Work directly with teams to resolve all internal consults, resolve customer escalations and manage customer communications for service outages or known issues and more
  • Address disciplinary and / or performance problems, according to company policy.

    • Prepare warnings and communicate effectively with employees on warnings and make effective / appropriate decisions relative to corrective action as required

  • Recognizing growth opportunities, future oriented, building team skill sets, positive attitude, organized, proactive and a team player
  • Requirements
  • 1+ years of experience in a customer support role, preferably in financial services or online marketplace
  • Good judgement and problem-solving skills
  • Language fluency : C1 fluency in English (Written and Spoken)
  • Willing to support operation functions on evenings, weekends and public holidays
  • Minimum Diploma or Bachelor's Degree
  • Have prior Customer Service experience
  • Have prior Account Management experience
  • Have prior Supervisory experience
  • Data analysis skills required
  • Competency in speaking, reading and writing in required native language in business discipline
  • Have good interpersonal and team-working skills, allowing them to engage positively with all members of their team and provide leadership and support, where required
  • Goal oriented and innovative
  • Have excellent organizational and administrative skills (including attention to detail)
  • Have good presenting / training skills (for sharing standards with colleagues and team-members)
  • Job Types
  • Full-time, Permanent
  • Salary
  • Php42,000.00 - Php45,000.00 per month
  • Benefits
  • Health insurance
  • Life insurance
  • Opportunities for promotion

    • Schedule :

  • Evening shift
  • Rotational shift

    • Supplemental Pay :

  • 13th month salary
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    Team Leader • Philippines, Philippines