Team Leader Position - Up To 45k In Makati Ghsjbl

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GENERAL DUTIES and RESPONSIBILITIES:

Oversees one or more teams of customer service associates who handle customer

service inquiries and problems via phone and/or email.

Monitors operations to ensure adherence to service level standards and

company/department policies and procedures.

Ensures professional and courteous customer support services are delivered to

remote a productive and positive relationship with customers.

Ensures adequate phone coverage including making decisions regarding scheduling

changes.

Acts as an escalation point for resolving the most difficult customer issues.

Evaluates the quality of customer service associates calls from customers; provides

feedback to reps on strengths and areas for improvement.

Communicates with clients, vendors and other departments to ensure quality service

delivery and customer satisfaction.

Serves as an escalation point for resolving the most difficult customer issues.

Responsible for performance appraisals, disciplinary actions, hiring/interviewing,

promotions and salary changes.

Provides coaching and mentoring to contact center supervisors and team leads and

occasionally to customer service representatives.

Approves and implements streamlining opportunities and process improvements.

Coordinates customer service activities with other internal functions.

Tracks and reports contact center performance against objectives and goals, i.e.,

quality, call volume, customer satisfaction, etc.

May serve as a backup to more senior customer service management in their

absence.

Other related duties assigned as needed.

MINIMUM REQUIREMENTS: (Must Have)

Minimum 2 years of supervisory experience in handling a customer service-Telco

Account;

Should have experience in CSAT, NPS, and FCR;

At least 2 years complete in College / Associates or Bachelors degree;

Must be willing to work in Makati, BGC, and Ortigas if necessary.