Senior Team Leader

About the job Responsible for managing team of TLsResponsible for maintaining various matrices defined by the clientIndependently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customers needsMotivating team through effective management, career development & implementation of reporting mechanismsLiaison with other areas of the company affecting technical support. One on One Relationship ManagementAnalysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainingsManage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shiftMentor and assist new hiresShould have patience and not be overawed by difficult situationsHandle customer complaints and provide resolution for escalated callsNeed to have sound customer service skills and soft skills with their prime focus being on customer satisfactionKeep oneself and ensures ones team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management SystemsEnsure that all company information which includes customer information are kept confidential and securedRequirements: -Excellent verbal & written communication & presentation skills -Can start ASAP (preferably unemployed) -College/Bachelor's Graduate (any field) with 2 to 3 years of total work experience with minimum 2 years as Group Leader in a BPO setting -Willing to work onsite, Cebu Business Park -Okay to work on a night and shifting schedule