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  • Team Leader
    Team Leader will be accountable for the performance of a team of call center agents to deliver superior
    customer service to our customer through consistent coaching and mutual responsibilities between your
    agents. In addition, you will lead and develop your team to exceed departmental goals with speed and
    efficiency. In addition to the core responsibilities described, you will also create development plans in line
    with requirements of your department. Such items may include examples such as: data analysis,
    implementation of staffing, training, technical and/or sales related skills and behaviors, scheduling and
    supporting reward/recognition programs.
    The Team Leader will create plans to successfully coach their individual team members to achieve success
    across all key performance metrics and AHT. The incumbent will regularly partner with Workforce and head
    office teams (i.e.: Finance, HR) to manage the overall performance of their team.
    Key accountabilities will include:
    • Manage daily performance of approximately 14 agents in a fast-paced call center whose hours of
    operation can be in a 24X7 environment, supporting Canadian customers
    • Monitor, coach, mentor and develop agents with a goal of exceeding performance metrics
    • Lead by example to both directly and indirectly motivate and generate enthusiasm among call center
    employees; consistently build and maintain positive team moral
    • Research and analyze root cause of problems, identify trends and recurring problems, and suggest
    • Provides feedback and develops plans to drive individual and team performance
    • Handle all escalations while enhancing customer relationships and contribute to building customer loyalty
    through the delivery of accurate and timely information
    • Ability to use call center data and call observations to identify coaching plans for individuals and team
    • Supports the completion of on-going training and education for self and team
    • Communicates effectively and timely through formal team meetings and huddles
    Essential skills and competencies:
    • Must possess strong leadership and coaching skills
    • Experience as a coach, supervisor or any leadership role in call center is an asset but not required
    • Technical and/or Sales - Telco experience an asset but not required
    • Proficient in MS Office Applications is an asset, specifically: Excel with the ability to mine necessary data
    for identifying trends for coaching and other business opportunities
    • Outstanding written and in-person English communication, interpersonal and presentation abilities
    • Able to assist in and resolve customer complaints while upholding company guidelines
    • Previous performance management experience or knowledge is an asset
    • Strong interpersonal skills and customer relationship management
    • College graduate or above an asset
    • Flexibility to work autonomously in a start-up environment, where constant change abounds
    • Ability to work in a fast paced, continuously evolving environment
    • Results oriented
    • Strong multi-tasking, prioritization and time management skills are essential
    • Ability to work in a 24 X 7 rotating shift environment. Night shifts may be required

  • Requirements

  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Team Leader

  • Rizal, Calabarzon

  • Company

  • Work type

    Permanent contract

  • Apply