Team Leader - Manila

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.

• To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with

• Delivery of team 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.
• 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.

Qualifications:

• At least 1-2 years of Team Leader experience is required
• Preferably with Sales and Customer Service background
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue resolution and customer

• Amenable to work on shifting schedule