Job Overview:
The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.
Duties and responsibilities
- To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
- Delivery of team sales, service level components, quality and productivity targets & indicators.
- People Management, including all HR related issues, as well as staff development.
- Operational Management: Managing the floor, adherence to schedule.
- Ownership and problem resolution.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
- Responsible for Training and development of staff.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Conducting performance appraisal for the team.
- Compiling reports on team's performance and customer feedback.
- Communication and being a focal point of dissemination of information from management to team and vice versa.
- Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
- Offers solutions and suggestions for process and product improvement to management.
- Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling processes.
- Possesses certain additional supervisory level authority for reversal of charges.
- Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.
- Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Qualifications:
- At least 2 years experience in similar capacity is required for this position
- Experience in TELCO account is required
- Experience on phone, email and live chat support preferred but not required
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Must be amenable to work in BGC, Taguig
