Team Leader
Duties and Responsibilities
- Ensures that the team and staff meet the account's productivity standards.
- Responsible for monitoring call center and agent on-line ACD data, ensuring that the floor operations meet the standards set (KPIs) in periodic intervals for the shift.
- Monitors all areas of performance metrics and helps the program manager/s ensure client service levels are met or exceeded.
- Monitors service contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
- Coordinates with all parties concerned when systems affecting operations are not working effectively and reports the same to the operations management team.
- Works with program manager/s to develop better ways to improve the system, processes, service and quality.
- Determines work procedures and expedites workflow.
- Acts as subject-matter experts to the operations team / floor by addressing product-specific questions and taking customer escalations, as needed.
- Addresses escalated customer/client issues that require special handling, until resolution.
- Works with team members to resolve grievances.
- Coaches and counsels his/her individual team members regularly to ensure that all standards of performance are met as well as maintain a high level of employee engagement and satisfaction across.
- Takes charge of discipline management of team members and, in compliance with company policy, carries out necessary corrective measures and disciplinary actions targeted to uphold and meet the program's performance standards and the company's key objectives.
- Performs people development activities geared towards the further improvement & growth of his/her staff.
- Prepares composite reports from individual reports of subordinates.
Qualifications:
- College graduate of any course; Undergraduates are accepted but should be approved by BUH and should have at least 3+ years of experience in a call center industry
- Preferably has a solid 2 years of experience handling a Team while managing a customer service process.
- Should be willing to work the night shift and shifting schedule.
