Retention Support Team Leader — Telco firm

QUALIFICATIONS

• A degree or equivalent work experience in management or training in team leading is a plus
• Minimum 2 years of experience as a Team Leader or Supervisor
  • With at least 1 year of BPO experience handling a sales team or retention team
• In-depth knowledge of performance metrics
• Good technical skills—able to comfortably navigate through smartphone and desktop applications
• Experienced in using MS Office applications, especially Excel
• Excellent written and spoken English communication skills
• Organizational and time management skills
• Problem-solving and decision-making skills

RESPONSIBILITIES

Once hired, Team Leaders in this program will primarily be responsible for:

• Assisting the Group Team Leader in day-to-day operations;
• Managing and monitoring the team in the absence of the Group Team Leader; and
• Assist customers via chat, email, or calls to solves tickets.

Leadership tasks include:

• Assisting the Group Team Leader in driving and motivating the team to hit the performance targets;
• Fostering a culture of open communication and encouraging teamwork;
• Help maintain workplace culture by taking the lead in displaying adherence to company procedures and policies;
• Conducting one-on-one meetings and team meetings in the absence of the Group Team Leader;
• Helping the Group Team Leader oversee the program’s day-to-day operation;
• Resolving escalated customer issues in the absence of the Group Team Leader;
• Utilize company methodology, team input, and personal initiative to help ensure team
  attendance and retention goals are met;
• Act as Subject Matter Expert (SME) for the team; and
• Accomplish other tasks as needed by the campaign.