Team Lead

Responsibility:

• Lead team to meet and exceed set targets through managing team performance
• Managing product knowledge, quality, effectiveness and overall development for the team.
• Managing people metrics within the team: attrition, absenteeism, schedule adherence etc.
• Handle escalated customer calls and guide/assist the agents to take calls and provide feedback.
• Monitor, evaluates, feedback, mentors and motivates employees to provide excellent customer service,
• Identify performance related issues and develop an action plan for improvement. .
• Responsible for daily, weekly, monthly reporting to Clients as per their requirement
• Analyzes call statistics to ensure performance and quality standards are met.
• Manage and strengthen Client Relationship.

Requirement

• Candidate must possess at least a Bachelor’s/College Degree, any field.
• Candidate must have strong organizational and time management, and analytical skills.
• At least 5 years working experience in call center industry, and 2 years in a supervisor position
• Must have excellent interpersonal, presentation, English verbal/written communications skills.
• Ability to motivate and mentor team, presenting new opportunities and challenges for development.
• Ability to coach and develop agents to achieve desired results.
• Must be detailed-oriented, strong analytical and able to gather information quickly.
• Strong MS Office, leadership and customer service skills (complaint handling)
• Familiar with PC and digital consumer electronic products.
• Strong knowledge with mobile phone operating system (Android and Windows Mobile)
• Experience with GSM, CDMA or GPRS products is preferred.
• Willing to work in a schedule-shifting environment, including graveyard, holiday and weekend shifts
• Applicants should be Filipino citizens or hold relevant residence status.