Team Leader - Customer Service (Cebu)

Work Setup: Onsite

Location: Cebu

Qualifications:

• Bachelors Degree
• Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO
• Experience in Voice/Chat support in a Contact Center/BPO is required

Principal Responsibilities:

• Responsible for managing a production team of 10-15 agents
• Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.
• Motivating associates through effective management, career development & implementation of reporting mechanisms.
• Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
• Capable of handling client escalations
• Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent
• Conducting Team outings, huddles and other RnR activities
• Mentor and assist new entrants in the team
• Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
• Drive Pragati, GB and SS projects in the process
• Take production calls/chats whenever required

Critical Skills Required:

• Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with good problem solving approach
• Good analytical skills for MIS, number crunching & reporting to internal & external customers
• Ability to exercise managerial judgment and perform as a mentor