Operations Team Leader (Technical)
Everise Philippines Manila Full-time
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.
Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths.
Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths.
With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.
Job Requirements:
- Monitor, track, and evaluate associate performance based on established Key Performance Indicators (KPIs). Provide timely feedback and coaching to ensure goals are achieved and Everise standards are consistently followed.
- Maintain a visible presence on the production floor and actively engage with associates to ensure productivity, engagement, and proper system functionality.
- Identify underperforming associates and implement written action plans to help them meet client expectations and performance goals.
- Handle and resolve customer escalations effectively.
- Serve as the communication bridge between contact center management, clients, and associates to ensure alignment and proper information flow.
- Participate in the associate selection and interview process as needed.
- Provide on-the-job training, coaching, and refresher training to support associates in meeting Everise and client expectations.
Qualifications:
- Must have completed at least 2 years of college education.
- Previous call center experience, preferably in a Technical Support account, is required.
- Prior supervisory or team leadership experience is preferred.
- Proficient in using Microsoft Office applications, including Microsoft Word, Excel, PowerPoint, and Outlook.
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