JOB QUALIFICATIONS
• Candidate must possess at least a High School Graduate/Vocational Diploma / Short Course Certificate, any field.
• At least 2 year(s) of working experience as a Team Lead is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
• Experience on phone, email and live chat support preferred but not required
• Experience in Customer Service & Technical Support is required.
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Resourceful, able to multitask and has high attention to details
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• Can work under pressure and in a fast pace environment.
DUTIES & 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, standards and sales targets, 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 performance, 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.
• Responsible for Training and development of staff.
• 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 agent's problems and weaknesses.
• Offers solutions and suggestions for process and product improvement to management.
• Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling processes.
• Possesses certain additional supervisory level authority for reversal of charges.
• Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.
• Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
