Team Leader - Customer Service (Cebu)

Philippines·Cebu CityFull-timelead

Customer SupportCustomer Service Representative

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Quick Summary

Key Responsibilities

Responsible for managing a production team of 10-15 agents Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.

Technical Tools

Customer SupportCustomer Service Representative

Requirements

~1 min read

Bachelors Degree
Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO
Experience in Voice/Chat support in a Contact Center/BPO is required

Responsibilities

~1 min read

→Responsible for managing a production team of 10-15 agents
→Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.
→Motivating associates through effective management, career development & implementation of reporting mechanisms.
→Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
→Capable of handling client escalations
→Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent
→Conducting Team outings, huddles and other RnR activities
→Mentor and assist new entrants in the team
→Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
→Drive Pragati, GB and SS projects in the process
→Take production calls/chats whenever required

Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with good problem solving approach
Good analytical skills for MIS, number crunching & reporting to internal & external customers
Ability to exercise managerial judgment and perform as a mentor