Team Lead

DESCRIPTION

The Team Lead manages a team of Customer Service Representatives. They may also supervise a Senior Customer Service Representatives (SCSRs) and/or a Subject Matter Expert (SMEs)

RESPONSIBILITIES

• Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction
• Manage day-to-day activities such as checking of team attendance, answering concerns, listening and auditing calls, and coaching.
• Responsible for the overall attendance of the team including but not limited to schedule, breaks, overtime and/or leaves.  
• Ensure policies and procedures are followed with correct documentation.
• Streamline updates to the team and ensure parallel understanding.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Work with the management team to identify and deliver positive change and business efficiencies
• Support the Group Managers to highlight operational risks and areas for improvement
• Attend regular meetings both for management and calibration.
• Communicate with the IT Department for any technical concerns of the team.
• Other duties that may be assigned from time to time

QUALIFICATIONS

• Excellent Communication Skills - oral, written and listening skills included
• Exceptional Organizational Skills
• Preferably with at least 12 months tenure in the company
• Outstanding attendance record with minimal concerns
• Highly efficient with excellent Time Management and communication Skills. 
• Receptive to feedback and willing to modify approach to improve
• Proficient in handling basic software, internet and has good navigation skills
• Experience in coaching/mentoring, materials development.
• Comfort in teaching or public speaking
• Self motivated: able to finish a task with minimum oversight
• Highly Competent and Efficient.

SHIFT & SCHEDULE

• Graveyard Shift
• Work on Philippine Holidays