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Team Leader For Contact Center

Team Leader For Contact Center
Company:

Manulife Business Processing Services


Details of the offer

Why Manulife?
Fixed weekends off
Competitive salary and retirement plans
HMO dependets up to 4!

Job Description
The Team Lead is primarily responsible for the day to day operations of the program according to the scope of work and service level requirements. Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.

This function must determine long range goals and objectives to meet business operation expectations and is accountable
for coordination and cooperation with the onshore and offshore management.
Responsibilities:
Manage the team’s day-to-day operation to ensure that SLA is met
Handle escalations on a timely manner
Review team performance and provide corrective action plan/s – perform 1:1 coaching, provide support, motivation and development of staff
Assist if applicable in hiring Customer Service Professional
Assist in workforce management duties such as schedule and leave management
Review, collect, and summarize quality control and business reports
Assist in conducting a regular training needs analysis for personal and professional development of the staff
Identify opportunities for process improvement recommendations
Collaborate with HR with regard to any payroll and disciplinary measure concerns
Facilitate meetings to disseminate announcements, discuss policies and calibrate process
Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports

Minimum Qualifications:College or University graduate with at least one year work experience in a call center industry
Candidate must have excellent written and verbal communication skills and able to converse effectively using the English language
Candidate must demonstrated strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering delightful customer experience).
Candidate must able to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
Candidate must exhibit good navigation skills. Minimum keyboarding skills of at least 30 words per minute.
Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
Candidate must demonstrate problem solving skills.


Source: Jora

Job Function:

Requirements


Knowledges:
Team Leader For Contact Center
Company:

Manulife Business Processing Services


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