Team Leader - Customer Service (Cebu)

<h2>Work Setup: Onsite</h2><h2>Location: Cebu</h2><h2>Qualifications:</h2><ul>
<li>Bachelors Degree</li>
<li>Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO</li>
<li>Experience in Voice/Chat support in a Contact Center/BPO is required</li>
</ul><h2>Principal Responsibilities:</h2><ul>
<li>Responsible for managing a production team of 10-15 agents</li>
<li>Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.</li>
<li>Motivating associates through effective management, career development &amp; implementation of reporting mechanisms.</li>
<li>Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents</li>
<li>Capable of handling client escalations</li>
<li>Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent</li>
<li>Conducting Team outings, huddles and other RnR activities</li>
<li>Mentor and assist new entrants in the team</li>
<li>Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise</li>
<li>Drive Pragati, GB and SS projects in the process</li>
<li>Take production calls/chats whenever required</li>
</ul><h2>Critical Skills Required:</h2><ul>
<li>Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services &amp; Online tools</li>
<li>Excellent verbal &amp; written communication &amp; presentation skills</li>
<li>Good Interpersonal &amp; people management skills with good problem solving approach</li>
<li>Good analytical skills for MIS, number crunching &amp; reporting to internal &amp; external customers</li>
<li>Ability to exercise managerial judgment and perform as a mentor</li>
</ul>