Talent Job Seeker

Team Lead - Telco Sales and Fulifllment (Taguig)

Summary/Description:

Manage a team of CSR associates in BPO operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach, and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

General Knowledge & Skills:

Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate, and interact with people
Excellent verbal and written communications
Strong decision-making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Requirements:

Minimum experience of 4 years with customer service in the BPO/BPM industry
Preferably with Telco Sales background
Bachelor's degree in any course
A minimum of 3 years in the role of a team leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
Willingness to work in rotational shifts
Amenable to working in shifting schedules.
Amenable to work ONSITE (TAGUIG).
Able to start ASAP

Responsibilities:

Effectively manage teams, including tasks such as resource planning, career planning, performance management, attrition management, etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution

Talent Job Seeker
Taguig
app.general.countries.Philippines

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Job ID: 9706000 / Ref: 3561b3fb1e7442caf62ea98b7aecdf1d