Team Lead
Wipro Cebu Full-time
Title: Team Lead
Requisition ID: 82791
City: Cebu
Country/Region: PH
Requisition ID: 82791
City: Cebu
Country/Region: PH
- Drive the achievement of monthly KPI targets encompassing upsells, member rewards, credit acceptance, and customer satisfaction (CSAT) metrics as a core function of your leadership.
- Participate actively in service observation and quality assurance by listening to recorded calls to ensure service standards are met.
- Collaborate with the domestic management team to attend all Quality Assurance (QA), CSAT, and metric calibration meetings via Teams.
- Engage in real-time problem-solving by supporting the team through ongoing challenges as they present themselves.
- Maintain meticulous records of team performance and coordinate quality improvement sessions regularly.
- Provide essential floor support for team members as they navigate immediate, real-time challenges.
- Oversee schedule adherence, shrinkage, and attrition to optimize team efficiency.
- Conduct comprehensive weekly reviews with the client's support team manager, ensuring effective communication and management continuity in the absence of your direct supervisor.
- Inspire and motivate team members through effective communication of team goals and identifying opportunities for new training and skill development.
- Assist management with the hiring process and provide thorough training for new team members to ensure a smooth onboarding experience.
- Act as a point of contact for team member inquiries and facilitate resolutions for any arising issues, while ensuring adherence to company guidelines and quality standards.
- Communicate clear deadlines and performance goals to team members to promote accountability.
- Develop and implement strategies designed to bolster team adherence to company policies and performance objectives.
- Host regular team meetings to share best practices, updates, and the expectations of ongoing performance.
- Create and disseminate in-depth reports on team performance, mission-related objectives, and timelines to stakeholders.
- Ensure all company branding materials and physical working spaces meet or exceed established presentation standards.
- Deliver outstanding customer service through direct interactions, responding to inquiries, and effectively resolving customer complaints.
Bright Star Industries, Inc.Cebu City
WE ARE HIRING!
Food Kiosk Team Leader - responsible for overseeing daily kiosk operations, leading the team, ensuring excellent customer service, and maintaining cleanliness and product quality. The Team Leader ensures that all sales, service...
WiproCebu City
Title: Team Lead
Requisition ID: 82792
City: Cebu
Country/Region: PH
Key Responsibilities: Ensure Alignment with Client Expectations
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TDCXCebu City
Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards
TEAM LEAD
What is your mission?
• Responsible for managing a team of Agents/Advisors and ensures that the individual members of the team...