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Team Leader

Mandaue City, Central Visayas ·  3 days ago (updated)

Admerex Solutions Inc

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  • Description

  • Ensure agents are hitting the targeted KPIs.

    Manage customer escalations and complaints.

    Motivating and inspiring the assigned team to go beyond their potentials Perform daily coaching sessions with each team member based on;

    -Performance scores and Observation

    -Remote/Side-by-side monitoring results

    -Quality Assurance Survey Results

    -QA scores

    Documents feedback on a coaching log in order to track the agent's progress in a weekly/daily basis.

    Ensures timely delivery of accurate and consistent updates to the assigned team. These may often occur through team meetings or thru email.

    Act as the point of contact for communication of Screeners and other departments regarding payroll, IT and any other related concerns

    Reviews Team and agents individual metrics on a daily basis and provide constructive feedback when necessary

    Develops Rewards and Recognition for the teams to ensure motivation

    Queue Management

    Any other duties as reasonably requested by the client.

    Job Requirements:

    At least 2 years in supervisory role with exposure to CS and Sales campaigns.

    Good to excellent communication skills

    Able to manage the team handling multiple LOBs such as inbound sales, Outbound and Customer Service (voice, chats and emails ).
  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 2 years of experience
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: Yes
  • People with disabilities: Yes

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Job summary

  • Team Leader

  • Mandaue City, Central Visayas

  • Company

    Admerex Solutions Inc
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply