[ref. q02834324] Team Leader

Trinity Workforce is hiring a Full time Team Leader role in Cebu City, Central Visayas. Apply now to be part of our team.

Job summary:

• Flexible hours available
• 2-3 years of relevant work experience required for this role
• Expected salary: ₱43,000 per month

Qualifications:

• 2 to 4 Years of customer service experience, preferred in Sales or in any line of business.
• Min 2-3 years of work experience in contact center operations management.
• Excellent oral and written communication and listening skills
• Customer centric
• Attention to details
• Computer Savy - MS office & Internet
• Handles contacts with our customers in a polite and friendly way, instilling customer confidence
• Willingness to work in shifts
• Must possess good verbal and written communication skills
• Courteous, with strong customer service orientation
• Dependable, with proficient attention to detail
• Preferred industry experience
• Must be goal oriented
• Possess insight into self and others

Roles and Responsibilities:

• Strong experience in BPO/Contact Center Operations and Managing SLA, KPIs, and project deliverables
• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best-in-class customer experience.
• Performs day-to-day coaching and management of 20 team members that receive customer inquiries or issues
• Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
• Monitors interactions to ensure that team members are giving accurate information and following approved practices.
• Coaches and develops a positive and productive work environment and builds relationships with business partners.
• Utilizes reporting for business metrics to guide team member coaching and performance management.