Customer Service Team Lead / Team Supervisor for Local Account

WHY JOIN OUR TRANSEC TEAM?

• HMO and life insurance coverage
• Great working environment with work-life balance
• Performance reviews, annual increases, and incentives

*NOTE: This is for a local account.*

JOB OBJECTIVE

To provide leadership, coaching, support, and guidance to a team of Customer Service Associates in exceeding performance metrics.

ESSENTIAL JOB FUNCTIONS

• Manage team performance by listening to recordings, utilizing the QA scorecard, providing coaching and feedback, counselling and mentoring, and delegating tasks whenever necessary.
• Communicate to the team any new requirements, changes and/or updates regarding the account or company-related information.
• Manage workforce to meet the productivity goals and ensure the team's excellence.
• Supervise the team’s overall attendance and behavior to ensure compliance with our Employee Code of Conduct.
• Responsible for handling complaints and taking escalation calls to resolve customer concerns.
• Create and submit reports to the client.
• Train and conduct certification exams of new Customer Service Associates through the use of training materials provided.

SKILLS & QUALIFICATIONS

• Bachelor’s/College Degree in any field is highly preferred; must have undergone 2nd year of college level.
• At least 1 year of experience in a call center environment as a Supervisor or equivalent role preferably in the field of customer service.
• Superior customer service.
• Analytical ability to decipher statistics and translate to reports.
• High level of interpersonal, organizational, coaching & multi-tasking skills.
• High reliability & accountability.
• Good communication skills, both written and oral for both English and Filipino.

Job Types: Full-time, Permanent

Benefits:

• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Schedule:

• 8 hour shift
• Day shift

Supplemental pay types:

• 13th month salary
• Overtime pay
• Performance bonus

Education:

• Bachelor's (Preferred)

Experience:

• Team Supervising: 1 year (Preferred)