Team Lead

ResponsibilitiesLead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.Provide excellent customer service and determine the needs of the client.Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.Participate in the development and presentation of proposals for business development.Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.Do Root Cause Analysis to identify key AFIs and create action plans / goals to improveEfficiently coach associates in meeting the metricsManage and drive performance from the Associates in meeting SLAs and KPIsManage team attritionCollaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performancePreferably with exposure on non voice accountRequirementsPreferred: Candidate must possess at least a Bachelor's/College Degree, any field.At least 2 year(s) of working experience in the related field is required for this position.Experience in handling a Logistics program (non voice) is preferred.AnalyticResults-orientedProcess-orientedApplicants must be willing to work in Asia Town IT Park or General Maxilom Avenue Cebu CityPreferably Supervisor specializing in Customer Service or Logistics Program