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Team Lead - Telco Sales and Fulifllment (Taguig)

TASQ Staffing SolutionsTaguig, Metro Manila, Philippines

30+ days ago

Job description

About the job : : Team Lead - Telco Sales and Fulfillment (Taguig) | Onsite

Benefits :

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

Summary / Description :

Manage a team of CSR associates in BPO operations. The 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.

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

Preferably with Telco Sales background

Bachelor's 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 working in shifting schedules.

Amenable to work ONSITE (TAGUIG).

Able to start ASAP

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

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Team Lead • Taguig, Metro Manila, Philippines

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