Team Leaders – Davao

Earn up to Php 18,000/month for this position
G/F Filandia IT Center, Quirino Avenue corner Jacinto Extension, Davao, PH

QUALIFICATIONS

The Team Leader is responsible for leading and motivating a group of Customer Support Agents. To fulfill these responsibilities, we’re looking for applicants with the following:

  • At least 2 years of experience as a Team Leader or equivalent position
  • A minimum of 5 years of work experience in a call center environment
  • A bachelor’s degree from an accredited college or university
  • Excellent written and spoken English communication skills
  • Good technical skills—able to comfortably navigate through smartphone and desktop applications
  • Understanding of customer service tools such as Zendesk or Hubspot a plus
  • Must be solutions-driven and, as such, can effectively multitask and adept at de-escalation
  • With an upbeat, energetic, and positive attitude
  • Willing to work on shifting schedules

RESPONSIBILITIES

  • Conduct weekly one-on-one coaching sessions and group meeting with team members to go over feedback, quality and coaching strategies
  • Provide feedback and action plans on operational plans and processes to ensure program goals are met
  • Identify performance trends across the team based on QA and productivity stats
  • Ensure agents receive retraining or undergo performance improvement plans
  • Help develop creative employee engagement activities to motivate the team and drive performance.
  • Communicate any immediate issues, new updates, and company or program policies with the team
  • Provide floor support/coaching
  • Participate in monthly reviews, quarterly, or tertial reviews to discuss progress, wins and challenges, goals and team building activities
  • Perform other tasks as required by the program
Apply for this Job
Your New Career Awaits.

Open Access BPO