Mandarin-Cantonese Team Leader (Biggest BPO Company)

BENEFITS : 15% Night Differential
Day 1 HMO
13th-month pay
SSS
Philhealth
Pag-Ibig
Vacation leave
Sick leave
HMO
Other allowance JOB DETAILS : Company Profile: A BPO Company that employs more than 5000 employees and operates in 5 countries. They specialized in Digital Marketing, Call Centers, Financial, Pharmaceutical, Technology Marketing, etc.

Position: Mandarin-Cantonese Team Leader
Type of job: Emails, and Calls
Location: McKinley, Taguig City
Schedule: Shifting Scheduled with 2 days off
Industry: BPO Company
Salary: Negotiable
Work Setup: Work Onsite

Responsibilities:
Coordinates administrative needs for agents
Monitors overall productivity of agents on the floor, and reports any system breakdowns/errors
Leads and manages a team of Tier 1 or Tier 2 agents in the optimal execution of call center operations activities (i.e., taking calls, addressing customer issues/complaints, placing sales orders) for the program
Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
Handles escalation calls from Tier 1 or Tier 2 agents as exercising discernment on whether or not individuals are capable of handling complex customer calls
Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle customer interactions
Prepares and submits reports on team performance to the Operations Manager
Discusses overall team performance in relation to the objectives of the program

Requirements:
Proficient in Mandarin, Cantonese, and English language
Open to undergraduate, and Bachelor’s graduates
1 year relevant experience in a healthcare environment or knowledge of community primary care and mental health outpatient operations
Customer service experience and ability to provide a high level of customer assistance.
Computer skills including proficiency in data entry, internet use, and Microsoft Office application
Ability to communicate well with people of diverse cultural professional and experiential backgrounds.
Ability to establish and maintain effective work relationships as part of a multi-disciplinary team.

Recruitment Process:
Paper Screening
BYOD Check
Talent Acquisition Interview
Language Assessment
Operations Interview
Job Offer