Team Leader | SG Account

Client/Project-related tasks:

  • Ensures achievement of targets and adherence to Service Level Agreement (SLAs) specified by the client/project.
  • Updates statistical performance of the team for the previous day/week/month.
  • Establishes innovative systems and procedures for handling of data / reports and continuously improves on them.
  • Monitoring of various Associate tasks/responsibilities to ensure procedures are followed and customer/client satisfaction initiatives are met.
  • Assist in resolving cases that exceed Agent capabilities corresponding to customer queries/requests.
  • Drive assigned team to meet goals and operational procedures as outlined by the client/project.
  • Provide reporting on top issues/challenges to the OM/Head.
  • Partner with Client in resolving new issues, identifying training gaps, and representing their team to Client in reference to support of the products defined.
  • Clearly communicates targets & objectives to Associates.

Team-related tasks:

  • Ensures team’s attendance as per shift requirements & sets targets for the team
  • Coaches team members who need improvement on productivity
  • Measures performance of the team through performance appraisals and plays an important part in team motivation and employee retention
  • Prepares development plans for every team member with a suitable action-plan and conduct monthly 1-on-1 session with Associates.
  • Regularly assesses training needs to fill gaps in productivity.
  • Works as a team with other leaders providing assistance and seeking support wherever required

JOB REQUIREMENTS:

  • Bachelor’s/College degree holder of any field.
  • At least 2 years of Supervisory or Team Lead experience in Customer Service or equivalent.
  • Excellent English communication skills (oral and written)
  • Ability to work independently and to adapt to a fast-changing environment
  • Must have attention to detail with an eye for accuracy, very meticulous and detailed
  • Creative and disciplined
  • Dayshift Schedule. Temporary WFH set up during quarantine. Main office located at Pasig City

1 fulltime position available

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