MINIMUM REQUIREMENTS AND QUALIFICATIONS
- With GDS experience.
- 2-5 years of experience working as a Team Leader in a BPO setting.
- High level of initiative, accountability, and self-motivation.
- Strong customer service orientation.
- The ability to build a productive and highly engaged work environment.
- Maintain calmness and composed under tight pressure and provocations.
- Ability to work independently and take responsibility for seeing things through to completion.
- High Attention to details.
- Open to feedback and criticism.
- Bachelor's/College degree.
- Strong leadership, people management, administrative, and numeracy skills.
- Strong written and verbal English communication skills.
- Proven experience at developing and maintaining relationships with key internal and external stakeholders.
- Team facilitation and training skills.
- Commitment to delivering to the highest quality first time.
- Proven ability to work to deadlines and under pressure with a positive attitude.
- Above Average communication skills in English.
DUTIES AND RESPONSIBILITIES
- Manage and direct the daily activities of the Team Lead and full time employees, including creative resource planning and implementing call center strategies and operations.
- Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation.
- Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff.
- Carry out needs, assessments and performance reviews to officers.
- Setting and meeting performance targets for efficiency and quality.
- Ensure that the Service Delivery processes and team are meeting Enshored and client specific KPI targets.
- Practice and ensure compliance with all policies and procedures of the company.
- Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
- Coordinate with Recruitment, IT and liaising with the HR team.
