Operation Team Leader (Bpo) 5 Head Count

COMPANY PROFILE: A trusted customer service provider specializing in delivering exceptional support solutions across various platforms.
With a strong commitment to client satisfaction

Position: Operation Team Leader (BPO) 5 Head Count
Company Industry: BPO
Work Location: Antipolo
Work Schedule: Night Shift (Monday-Friday)
Salary: Php 25,000 -30,000 gross
Work Set Up: Onsite

JOB REQUIREMENTS:
• At least 1 or 2 years of experience managing a customer service team
• A keen eye for detail and risk assessment
• Leadership and decision-making abilities
• Fluent in both written and spoken English
• Strong interpersonal skills, including the capacity to accurately and concisely explain complicated transactional concerns to both internal and external clients
• A thorough understanding of performance metrics
• Capabilities for time management and organization
• Skills in Coaching and Development
• Expertise in live chat, customer relationship management (CRM) platforms such as Zendesk or Salesforce, etc.
JOB RESPONSIBILITIES:
• Evaluates, manages, and motivates employees' performance on a weekly, monthly, and yearly basis.
• Oversees SLA/KPI measurements for clients as well as internal operational metrics.
• Participates actively in routine operations and customer calls and meetings
• Prepares for all customers' business reviews (MBR, QBR, ABR, etc.)
in close coordination with operational leadership.
• Organizes and attends quarterly Town Hall meetings and a monthly General Assembly.
• Examines performance information for management, clients, and/or operations.
• Performs regular and continuous audits, feedback sessions, and coaching (1v1, Triad, Team).
• Provides updates on any performance to Operations Leadership and other pertinent parties.
RECRUITMENT PROCESS: (ONLINE)

~DIRECT HIRING!~