The Team Leader is responsible for managing a team of Customer Service Executives for in order to:
- Provide strategic, consultative advise and help solve technical issues
- Fast learner of new technical skills and proactive about staying up to date on EMMA products and/or process
- Providing support to EMMA across Australia, New Zealand, Malaysia, Singapore, and the United States of America.
**Responsibilities**:
- Manage day-to-day operations including service level management of queues, productivity of team members and the quality of service
- Assist with case volume to ensure service level adherence
- Coordinate outbound voice tasks, closely working with the client-EMMA
- Manage and resolve escalations from team on complex customer issues promptly and professionally
- Identify opportunities and work on action plans to improve team performance
- Build reports on key performance and share actionable insights for continuous improvement, collating feedback from team members
- Ensure business and individual agreed KPI's are met on a day to day basis.
Implement action plans to proactively address gaps on a ongoing basis.
- Provide statistical and improve area operations, efficiency and service to both internal and external performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement
- Performance Management out outliers in a prompt manner align to HR procedures and guidelines.
- Effectively communicate to all external client stakeholders on a regular basis.
- Responsible for preparing and presenting business reviews to the client on a weekly, monthly, quarterly and adhoc basis.
- Provide daily direction and communication to employees in a timely, efficient and knowledgeable manner.
- Support team member in handling difficult incidence with merchant's dispute or consumers who have missed payments via outbound calls
- Provide continual evaluation of processes and procedures.
Responsible for suggesting methods to customers.
- Drive daily operation of call center to include the development, analyses and implementation of staffing, training, and reward/recognition programs.
Work as a member / leader of special or on-going projects that are important to area/process improvement
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
- Work directly with teams to resolve all internal consults, resolve customer escalations and manage customer communications for service outages or known issues and more
- Address disciplinary and/or performance problems, according to company policy.
Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required
- Recognizing growth opportunities, future oriented, building team skill sets, positive attitude, organized, proactive and a team player
**Requirements**:
- 1+ years of experience in a customer support role, preferably in financial services or online marketplace
- Good judgement and problem-solving skills
- Language fluency: C1 fluency in English (Written and Spoken)
- Willing to support operation functions on evenings, weekends and public holidays
- Minimum Diploma or Bachelor's Degree
- Have prior Customer Service experience
- Have prior Account Management experience
- Have prior Supervisory experience
- Data analysis skills required
- Competency in speaking, reading and writing in required native language in business discipline
- Have good interpersonal and team-working skills, allowing them to engage positively with all members of their team and provide leadership and support, where required
- Goal oriented and innovative
- Have excellent organizational and administrative skills (including attention to detail)
- Have good presenting/training skills (for sharing standards with colleagues and team-members)
**Job Types**: Full-time, Permanent
**Salary**: Php42,000.00 - Php45,000.00 per month
**Benefits**:
- Health insurance
- Life insurance
- Opportunities for promotion
Schedule:
- Evening shift
- Rotational shift
Supplemental Pay:
- 13th month salary