Responsibilities: Facilitate the development of agent performance by conducting individual coaching sessions
Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities
Communicate and teach product updates, behavior gaps, call drivers or system issues
Actively participate in weekly/bi-weekly calibration sessions
Review, validate and approve requests within their authorization limits and take escalated calls
Build a strong working relationship with teammates and other departments
2-year undergraduate degree (communications arts and education majors preferred)
At least 1-2 year of experience as a call center/BPO Team Manager supporting an Insurance account
Excellent communication skills
Experience in developing talents to its full potential
Effective communication and interpersonal skills
Proficient in creating reports and in using MS Office
Must be willing to work flexible schedules (including weekends and holidays)
Job Type: Full-time
Pay: Php25,
- 00 - Php35,000.00 per month
Schedule:
Shift system
