Contact Center Team Leader

Ortigas Pasig City

Full-Time

Office-Based

Job Description

Manage day-to-day planning and operations of his/her team.
Makes sure that all team members deliver on their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs);
Organize and handle the team and make sure everyone adheres to their schedules.
Train and help in the development of the team by conducting team huddles and coaching sessions.
Evaluate strengths and weaknesses of team members.
Offer solutions for the team’s growth and development.
Create reports of the team’s performance and document feedback from client.
Manage issues that might arise, including HR-related ones.
Act as the liaison between the management and the team.

Qualifications

Preferably College Graduate
At least 2years BPO experience is preferred
Basic knowledge of computer usage and internet navigation
Good to excellent verbal and written communication skills
Good customer service, multi-tasking and problem-solving skills
Attention to detail and excellent time management skills
Excellent data entry and typing skills
Amenable to work in shifting schedule, weekends and holidays
No prior commitments to other company or currently studying
Positive attitude and strong work ethic.
Ready for Work from home (WFH) set-up.

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