Team Lead, Operations (ITP3567) - Cebu IT Park
Job Summary Mentoring and Coaching
Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available.
Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions.
Team Management
Supervise all agents within their team (eReps; may include Subject Matter experts depending on the account)
Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets
Provide weekly specific performance feedback
Work with the agents to achieve development objectives and performance targets
Conduct performance appraisals for team members
Duties/Responsibilities Coordination with Operations Support
Document and escalate real-time internal and external IT issues.
Document and escalate customer and client process issues.
Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA issues and work with Operations Manager or Director and Team Managers to develop action plan. Implement action plan.
Coordinate with CST Training on training-related issues
Work with Workforce Management on concerns related to scheduling and attendance
Implementation of New Account/s
Develop complete understanding of client’s business model, policies and procedures as they relate to PeopleSupport’s support of the client’s customers
Supervise development of Support Site where appropriate
Ensure that agents gain and maintain competence on client’s site, back-end tools and support systems
Management Support
Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.
Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery
Interact with the external clients and management, in the absence of the Team Manager
Support the Director in meeting targets
Perform other duties as assigned
Qualifications: At least 50% of time spent on floor walking, mentoring and coaching of agents
Willing and able to work on a fixed graveyard shift
Excellent knowledge of Contact center and customer service operations
Telephony and data processing systems (i.e., CMS)
Excellent client knowledge
Minimum of 2 years college education; no specific course
At least 1.5 years call center experience in Operations; with 1 year in a supervisory trainee capacity
6 months coaching or training experience PREFFERED
Btw guys, WE CAN SPLIT THE 30,000 REFERRAL.. PAY OUT SCHEDULE IS ON THE 210TH DAY OF YOUR EMPLOYMENT OR AFTER 7 MONTHS.
For faster response you can text me at 0907-245-6851. Just provide your name contact number so recruitment can contact you within 2 days.
*** We also have Support & Leadership Positions available ***
Apply now before its too late..
Team Leaders for Teleperformance
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