Offer description

Job Description

• Work closely with the team, motivating and coaching them

• Hosting 1-2-1’s and team meetings

• Keeping up to date with business development and new product lines

• Reporting to the Customer Service Manager

• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs

• Ensure training and development plans are maintained for all team members

• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

• Manage the fair and consistent application of performance management and disciplinary measures as necessary

• Support the Operations Manager to highlight operational risks and areas for improvement

• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction

• Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture

• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

• Work with the management team to identify and deliver positive change and business efficiencies

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets

• Escalate any appropriate problems to senior management

• Support the Senior Manager to highlight operational risks and areas for improvement

Requirements

• Team management experience

• Coaching and communication skills

• Minimum of 2- 3 years’ experience within a contact centre environment as a Team Manager

• Experience within customer services

• Excellent leadership and communication skills

• Strong coaching and people-development skills through call listening, quality feedback, etc.

• Ability to deal with demanding customers and escalations

• Energetic and motivating individual

• Creative thinking

Requirements

• Minimum education level: Bachelor´s Degree
• 3 years of experience
• Language(s): English
• Knowledge: Microsoft Excel, Microsoft PowerPoint, Microsoft Word
• Availability to travel: No
• Availability of change of residence: No

More than 30 days ago

About DRM Inc

Head Hunter / Executive Search Firm. We are an executive search company engaged in the sourcing and referral of college graduates and professionals in the fields of Accounting, Finance, Engineering, Sales, Marketing, Web & Programming, HR & Admin, Behavioral Science, Arts, and related fields.

Our candidates are competitive. We source and refer not only graduates of Metro Manila schools but also those top graduates of provincial and state colleges and universities. The majority of o...

Head Hunter / Executive Search Firm. We are an executive search company engaged in the sourcing and referral of college graduates and professionals in the fields of Accounting, Finance, Engineering, Sales, Marketing, Web & Programming, HR & Admin, Behavioral Science, Arts, and related fields.

Our candidates are competitive. We source and refer not only graduates of Metro Manila schools but also those top graduates of provincial and state colleges and universities. The majority of our successful placements are graduates and board passers from outside Metro Manila.