Team Leader

Job Description

Job Overview:

The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.

Duties And Responsibilities

• To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with
  
  

the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.

• Delivery of team service level components, quality and productivity targets & indicators.
• People Management, including all HR related issues, as well as staff development.
• Operational Management: Managing the floor, adherence to schedule.
• Ownership and problem resolution.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Recommendations for product and process development based on customer feedback and analysis of the same.
• Conducting performance appraisal for the team.
• Compiling reports on team’s performance and customer feedback.
• Communication and being a focal point of dissemination of information from management to team and vice versa.
• Work closely with team members to solve customer problems. Also needs to understand the agents problems and weaknesses.
• Offers solutions and suggestions for process and product improvement to management.
  
  

Qualifications

• At least 2 years of Team Leader experience is required
• Must have Customer Service, Sales or Escalations background
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Must be amenable to work in BGC, Taguig

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