QUALIFICATIONS & SKILLS:
With at least 3 years of experience handling team leads or supervisors
At least 5 years of working in BPO/Call Center - customer service/outbound sales experience
Experience with coaching, training and motivating employees is required
Goal-driven & a Team Player with strong interpersonal skills and proven communication effectiveness (both written & spoken)
Has strong leadership/people skills and performance management know-how to consistently meet KPIs and tasks.
Leads by example.
Strong time management and prioritization skills to manage tasks and adjust to daily business needs.
High levels of computer literacy and data entry.
Experience with Excel and database reporting tools.
Demonstrated people management skills.
A good sense and logical approach to problem-solving.
Ability to think and act calmly under high-pressure situations.
Flexible in shifting / rotational schedule
Willing to start immediately
JOB RESPONSIBILITIES:
Coach and mentor a team Customer Success Specialist in all aspects of their individual and team performance.
Ensure the team meets and exceeds stipulated timelines and service level agreements.
Monitor cases and provide regular coaching and mentoring to agents and track low performers in the team.
May be required to be a part of Client Calls - Agent Focus Group Discussions.
Ensure that all compliance related to policy and procedures is adhered to by agents on calls.
Responsible for Staff Retention and performance appraisal
Handle escalated issues and difficult situations professionally and act as a resource to problem solve, coach, teach and empower agents to deal with difficult situations independently.
Maintain control of qualitative and quantitative productivity of team individuals.
Ensure the team is aware of all updates and changes in policies/ procedures and processes.
Implement quality processes and procedures and assist in change management.
Identify and implement process improvement initiatives to support a seamless customer experience.
Reinforce the KPIs of the team being supervised and drive Continuous Improvement of the performance of the team (in particular Average Response Times, and Post Per Hour), and assist in their effective delivery.
Review major incidents, report on root causes and implement Actions Plans.
Take on administrative tasks essential to the team's needs e.g.
timekeeping, HR and payroll escalations, daily operations reports, etc.
**Benefits**:
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Pay raise
- Promotion to permanent employee
- Work from home
Schedule:
- 8 hour shift
- Rotational shift
Supplemental pay types:
- 13th month salary
- Bonus pay
- Overtime pay
- Performance bonus