Team Leader for Davao Site | Day Shift

KEY FUNCTIONS/RESPONSIBILITIES:

• Provide real-time support to assigned agents so they'll perform at their highest level.
• Provide statistical/performance feedback and coaching on a regular basis to each team member.
• Write and administer performance reviews for skill improvement.
• Be available for employees who experience work and/or personal problems, providing appropriate coaching, counseling, direction, and resolution.
• Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
• Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
• Assist managers with the daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or ongoing projects that are important to process improvement.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Perform any other tasks, projects, or responsibilities as delegated by the immediate leader, especially in support of team goals and operational needs.
• Create, maintain, and update trackers, databases, and monitoring tools.
• Ensure accuracy, completeness, and timeliness of all reports and trackers.

QUALIFICATIONS:

• Candidate must have at least 1 year of continuous supervisory/team lead experience in a BPO company
• Real-life customer service experience/background
• Thorough knowledge of call center operations
• Being able to follow procedures and workflows
• Strong coaching and management skills
• Data-driven
• Coping with changes and stressful situations, stability
• Excellent presentation skills ability to present ideas, concepts, concerns, and questions in a well thought-out, positive, and professional manner
• Excellent organisational, leadership, interpersonal, and time management skills
• Ability to take instructions from management and ensure follow-up
• Strong computer application skills, including MS Excel, MS Word, MS PowerPoint, and others.
• Ability to communicate effectively with team members and managers of all levels.
• Ability to demonstrate innovation and good judgement/problem-solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Strong support skills and ability to work well under pressure
• Proficient in using Microsoft Excel and Google Sheets
• Willing to start ASAP
• Willing to work on-site

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!

Checkout our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Free flowing coffee and hot chocolate

*Terms and conditions apply.

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8 AM - 3 PM (Monday-Friday).

Please be advised that our Davao Recruitment Hub is currently undergoing necessary repairs. To ensure the safety of our visitors and staff, we are unable to accept walk-ins at this time.

We remain fully operational remotely. You may still apply online by visiting our website at https://selectvoicecom.com.au/careers.

We apologize for the inconvenience and look forward to welcoming you back soon.