for Awesome CX by Transcom- Davao
Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a
Team Leader for our Awesome CX by Transcom Davao site. This role focuses on managing and leading a team of employees. Leading the dayto-day planning, operation and problem-solving of a team to meet with the required service level components, standards, and client targets. Offer creative solutions to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents. Provides help to management, including hiring and training, and keeps management/client updated on team performance.
Join our Awesome CX by Transcom Family as a Team Leader
- Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance & punctuality) of team members
- Monitor team members, participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed
- Train new employees in company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
- Coordinate with HR Department in relation to team members leave application forms, incident reports, coaching logs, overtime trackers, and other internal documentation
- Communicate about the company's account goals, policies, safety practices and deadlines to the team
- Create an inspiring team environment with an open communication culture
- Listen to team members feedback and resolve any issues or conflicts
- Perform other tasks that will be assigned to, from time to time
What We Are Looking For
To be successful in this role you must
- Prior experience as a Team Leader is required
- Proficient in managing and presenting data
- Ability to manage a team and provide coaching and trainings in order to improve team performance
- Strong attention to detail
- Excellent verbal and written communication skills
- Flexibility to quickly shift between tasks and roles based on operational needs
- Ability to manage and prioritize multiple tasks
