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Team Leader- Pampanga

Posted: 2019-02-21

Industry
Any
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive
Supervisor/ Team Leader
Posted On
21st Feb 2019
Job Ref code
oE8M7fwp
Job Description

Description

So what does a Team Lead really do? Think of yourself as one of the leaders of your department and not just anyone is qualified for this role. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. We need your full concentration because its time to imagine what its like being a Team Lead.

Imagine yourself going to work with one thing on your mind: you want to provide the best customer experience to your clients. As you tackle your new tasks for the day, you know what to keep in mind.

As you look at your tasks for the day as Team Lead, you should be able to drive performance of the teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision and at the same time act as a bridge between your teammates and the other departments.

As a Team Lead, you manage the day-to-day planning and operation of your team. This includes making sure that each of the Teammate passes their Service Level Agreement (SLIs) and hit their Key Performance Indicators (KPIs). A Team Lead is also in charge of managing the team and make sure everyone adheres to their schedule. As a lead you must be organized and be able to handle responsibility. Part of the role is to be able to train and help in their development by conducting team huddles, coaching sessions, and by recognizing their weaknesses so you can offer solutions to them. Through that, your team will be able to deliver superior customer experience which is the main goal of the department. Aside from creating reports of the teams performance and feedback from your client, the Team lead should be able to handle the issues that might arise (including HR related ones). Not to mention, being creative in terms of thinking of solutions and acting as the mediator between the management and your team is a must.

So, do you have what it takes to be a Team Lead?

Requirements:

So, what are we looking for? We need someone who already have the skills to even call themselves a Leader. Someone with one (1) year a relevant experience with the background of working in customer support campaign.

We need someone who can easily express themselves that has an excellent verbal and written communication skills and basic technical knowledge.

We need someone who has experience on working on phone, email and live chat customer support campaigns. If youre familiar with E-Commerce, ZenDesk, or any other CRM -- its a plus!

We need someone who has a flexible schedule and is willing to work different shifts.



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