Salary: Negotiate

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Job content

  • Responsible for people development and alignment of goals to meet client objectives
  • Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports
  • Responsible for managing the performance of a group of call center representatives providing coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary
  • Responsible for intraday and daily performance monitoring of a group of call center representatives or of a particular shift on the operations floor.
  • Responsible for completing client training and maintaining sufficient knowledge on all related continuous education
  • Responsible for supporting workforce required staffing levels to meet client service level requirements
  • Responsible for taking escalation of calls or requirements for supervisory assistance or support in resolving end user issues. Serves as a subject matter expert on client specific program.
  • Responsible for managing team meetings and participating in operations leadership meetings
  • Responsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as company information.
  • Responsible for use and training of call center tools related to performance monitoring and tracking.
  • Responsible for assisting in resolving conflict, issues related to payroll and other concerns. (team-related concerns).
  • Responsible for attending calibration sessions (Quality, Sales and other Operations-related items), maintaining product expertise and developing the technical acumen (program-specific) of agents in a team.
  • Responsible for ensuring program-wide initiatives are cascaded and promoted to the team (ie Engagement activities)
  • Responsible for driving/promoting workplace integrity
  • At least 2 years experience as Team Leader in a call center environment preferrably for a Customer Service/Sales/Order-Taking campaign.
  • Excellent English written and oral communications skills.
  • Candidate must possess at least a Bachelor’s/College Degree
  • Applicant must be amenable to shifting, graveyard shift and 4/11 schedule.
  • Applicant must be amenable to work onsite - any in manila sites (Makati/Ortigas/Taguig).
  • Applicant must be amenable to work for a 3 month project-based role and can start ASAP
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