Position Team Lead
Location
Cebu City, CebuPermanent
Work Mode Onsite (Mon - Fri)
- Work Shift Graveyard Shift
The Team Lead will play a critical role within the client's organization, by providing front-line supervision to the CSRs, and ensuring quality service is provided in all customer interactions. They will also represent our clients by learning and maintaining the knowledge of our client's brand and philosophy, as well as products, promotions and processes .In addition, the incumbent will act as a coach, advocate and role model for the CSRs and will be responsible for promoting professional and personal development of individual team members by administering performance evaluations, training, progressive disciplinary actions, and career aspiration plans.
Manage and supervise production staff in compliance with company standards of conduct and local HR compliance regulations including Payroll and Hours Management, Coaching & Development, Process and Policy Adherence- Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow and retain employees
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements by providing optimum quality & service
- Interpret and analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Develop solutions, strategies and action plans to improve business performance and client success- Use critical thinking to investigate and develop solutions to address ad hoc issues
Motivate the team through relationship building and real-time coaching
- Develop and deploy incentive programs to motivate agents to achieve desired outcomes
Coordinate changes in staffing schedules by collaborating with the Operations Support team/and or Workforce Management team- Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in client meetings
- Gain expert level knowledge on all client products and promotions
Demonstrate a positive work ethic and commitment to achieve the best possible outcome- Act as a role model and exemplify client's 10 cultural values (Our 10 Things)
Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Ability to type 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
Ability to use spreadsheet applications to maintain and develop operational reporting
- Educational/Work Experience Requirements
High school diploma or equivalent required- Some post-secondary education or completion of a post-secondary degree with a major in Business will be considered an asset. A combination of education and work experience will also be considered
1-2 years experience in the call center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
- Must have experience dealing with escalated issues in a call center capacity
Ability to work a variety of shifts, including days, evenings, and holidays
Job Type: Full-time
Schedule: Monday to Friday
