Team Leader (Bpo)

Responsibilities:

- Responsible for managing team of associates
- Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs
- Motivating associates through effective management, career development and implementation of reporting mechanisms
- Liaison with other areas of the company affecting technical support.
- One on One Relationship management
- Analysis of reports including process dashboards and team performance reports.
- Initiate appropriate action plans and trainings
- Manage attendance & attendance incentive for the team.
Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift.
- Mentor and assist new hires
- Handle customer complaints and provide resolution for escalated calls
- Keep oneself and ensures one's team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
- Ensure that all company information which includes customer information are kept confidential and secured Awesome to Have:

- Should have patience and not be overawed by difficult situations
- Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
- Excellent verbal & written communication & presentation skills
- Good Interpersonal & people management skills with good problem solving approach.
- Expert knowledge of service procedures
- Good analytical skills for MIS, number crunching & reporting to internal & external customers
- Ability to exercise managerial judgment and perform as a mentor
- Demonstrated Customer Service Skills
- Situation handling skills
- Leadership skills Qualifications:

- Graduate of any 4-year degree course / program
- Undergraduate - (completed 2 years in college)
- Can start ASAP and Amenable to work on site

**Salary**: Php30,000.00 - Php32,000.00 per month

**Benefits**:

- Paid training

Schedule:

- Shift system

Supplemental Pay:

- 13th month salary

Ability to commute/relocate:

- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- TL in a BPO setup: 2 years (preferred)