asst. Team LeaderNewfold Digital

Asst. Team Leader
1) Leads by example and inspires, motivates, and manages staff, strictly adhering to the companies' guidelines and expectations
2) Creates an environment orientated to trust, open communication, and cohesive team effort
3) Assists the Team Leader in coaching, educating, training and supervising the team to work together and ensures exceptional customer service delivery
4) Works with the Team Leader to progress Customer Care Specialist through their developmental plans and in achieving KPI targets
5) Helps disseminate new information to the team and keeps them updated with any new products launched and/or new processes as means to ensure correct updates are given to the customers at all times
6) Closely monitors the team in relation to service standards and productivity
7) Assists and educates agents with any technical challenges and further troubleshooting
8) Takes advanced queries or calls, provided that agents already tried to exhaust all resources at their best level
9) Monitors and evaluates the technical performance of the agents
10) Identifies the needs of the Customer Care Specialists and mentors them toward development
11) Identifies and helps eliminate any knowledge gap of the Customer Care Specialists
12) Conducts group or individual coaching to train and hone Customer Care Specialists' technical skills
13) Escalates issues urgently and accurately and follows up unresolved cases
14) Keeps up personal skills by answering calls, chats or tickets on a required basis
15) Supports company decisions and policies and effectively relays messages to co-workers
16) Works collaboratively and closely with Team Leaders, Managers and other internal departments
1) Renders work hours with flexibility when required
2) Dresses appropriately and always presents a good image for the company
3) Conducts business in alignment with the company's core values
4) Complies with the different policies set by the company
5) Ensures that our company conducts business in an ethical manner at all times without putting anyone in a position of risk
6) Performs other duties and responsibilities that may be assigned by Management from time to time
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
Newfold Digital

Cebu
Permanent
Full-time