Work Setup: Onsite
Location: Cebu
Qualifications:
- Bachelors Degree
- Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO
- Experience in Voice/Chat support in a Contact Center/BPO is required
Principal Responsibilities:
- Responsible for managing a production team of 10-15 agents
- Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.
- Motivating associates through effective management, career development & implementation of reporting mechanisms.
- Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
- Capable of handling client escalations
- Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent
- Conducting Team outings, huddles and other RnR activities
- Mentor and assist new entrants in the team
- Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
- Drive Pragati, GB and SS projects in the process
- Take production calls/chats whenever required
Critical Skills Required:
- Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
- Excellent verbal & written communication & presentation skills
- Good Interpersonal & people management skills with good problem solving approach
- Good analytical skills for MIS, number crunching & reporting to internal & external customers
- Ability to exercise managerial judgment and perform as a mentor