Team Lead

Cebu City, Philippines | Posted on 10/25/2024
Tier 1 Team Lead- Lead and mentor a team of customer service representatives, providing guidance and support to achieve performance targets.
- Monitor and evaluate team performance through call audits, feedback sessions, and coaching.
- Manage scheduling, workload distribution, and ensure adequate coverage for shifts.
- Implement best practices and standard operating procedures to enhance service quality.
- Handle escalated customer inquiries and resolve complex issues effectively.
- Collaborate with management to develop training programs and performance improvement plans.
- Analyze team metrics and report on performance trends to upper management.
Requirements- Proven experience in leading and mentoring a team of customer service representatives.
- Strong analytical skills to assess team performance metrics.
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Experience in developing training programs and performance plans.

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