Team Leader

Job Purpose

To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.

Duties and responsibilities
● Delivery of team sales, service level components, quality and productivity targets & indicators.
● People Management, including all HR related issues, as well as staff development.
● Operational Management: Managing the floor, adherence to schedule.
● Ownership and problem resolution.
● Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
● Responsible for Training and development of staff.
● Recommendations for product and process development based on customer feedback and analysis of the same.
● Conducting performance appraisal for the team.
● Compiling reports on team’s performance and customer feedback.
● Communication and being a focal point of dissemination of information from management to team and vice versa.
● Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
● Offers solutions and suggestions for process and product improvement to management.
● Required making decisions on any matters relating to improving revenue generation & customer
satisfaction with regards insofar as it affects call handling processes.
● Possesses certain additional supervisory level authority for reversal of charges.
● Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.
● Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Qualifications and Key Competencies

● At least 2 years’ experience as a Team Leader
● Experience on phone, email and live chat support preferred but not required
● Experience in Customer Service account is preferred
● Has strong verbal and written communication and comprehension skills
● Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
● Self-motivated and able to work independently as well as contribute to cross-functional and global teams
● Flexible and has the ability to quickly adjust to frequent process and information changes
● Must be amenable to work in Wilcon, Makati