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English BPO Financial Account (Insurance) Team Lead -Taguig

TASQ Staffing SolutionsTaguig, Metro Manila, Philippines

30+ days ago

Job description

About the job English Team Lead - Financial Account (Insurance) | Taguig

Benefits :

HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually

General Knowledge & Skills :

Knowledge of Customer care operations

Experience in managing teams

Able to coach, mentor, motivate and interact with people

Excellent verbal and written communications

Strong decision making and analytical ability

Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Requirements :

Minimum experience of 4 years with customer service in the BPO / BPM industry

Bachelors degree in any course

A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.

Willingness to work in rotational shifts

Amenable to work in shifting schedules.

Amenable to work ONSITE ( TAGUIG).

Able to start ASAP

Summary / Description :

Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.

The role will also require the individual to motivate, mentor, coach and groom the team.

Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Responsibilities :

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.

Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues

Handle User / customer escalations and formulate actions to resolve any concerns and ownership till resolution

Regularly formulate and execute internal and external governance

Effectively handle client escalations and formulate actions to resolve any concerns

Work with the operations managers to obtain necessary resources like training and support for the teams requirements

Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams

Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

Familiarize the team with the latest process update and changes, team and individual targe

Identify process improvement ideas, mentor team members on implementing improvement ideas / Six sigma / lean projects

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Financial Account • Taguig, Metro Manila, Philippines

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