call centre Team leaderSupport Services Group

Role's Objectives
Team leaders are responsible for maintaining the KPI-s defined for the ongoing campaigns within his/her group, as well as staying in line with the service standards from a sales and a service desk perspective.
Is responsible for ensuring continuous development of the professional competencies of his/her team, including training, regular coaching and feedback.
Is contributing within the Service Desk to the efficient operation, and supervision of his/her team.
is contributing within the Service Desk to the team building of his/her group.
Is providing regular feedback to his/her operators on a daily/weekly/monthly basis.
Is providing regular updates to his/her managers about the team's performance, notifies them about the potential risks, and provides them recommendations regarding employees, processes, and work equipment.
Keeping client satisfaction at a high standard and contributing to maintain the client's and Employer's reputation, as well as curating our brand's image.
Providing training to the associates working at the Service Desk about generic professional knowledge (products, processes, systems) and sales techniques, as well as conducting their assessments.
Role's Responsibilities
As a Teamleader he/she monitors his/her team's activities and performance and ensures that the required service levels are met.
If he/she is the only Teamleader available in the CC in the afternoon/evening shifts, he/she is responsible for the CC's proper operations, and the maintenance of the service levels.
Regular development of his/her direct team's members, collecting campaign information from the project Supervisors (product information, training materials, KPIs, deadlines)
Making sure his/her team acknowledges and complies with the strategies, and the service levels
Ensuring a good information flow within the team
Providing feedback to your Supervisor about the work and the processes.
Actively contributing in designing the new hire training and mentoring program.
Providing training, continuous mentoring and coaching to the new hires.
Scheduling, planning and delivering trainings.
Developing knowledge measuring strategies and evaluating the results.
Delivering refreshment trainings
Curating and improving materials about objection handling, and sales enhancing techniques.
Collecting and sharing best practises within the team, and if required throughout the whole CC with your Supervisor's assistance.
Providing improvement ideas based on consumer or customer feedback.
Maintaining contact with the project managers, and other departments of the company for administrational and troubleshooting purposes.
Immediate handling and resolution of any occurring issues within the team and making sure the ones out of Teamleader scope are escalated on a timely manner to the appropriate level.
Handling disciplinary issues.
Providing improvement ideas and recommendations to the CC leadership.
Requirements
JOB REQUIREMENTS
Ability to lead, direct and motivate
Good communication, problem-solving, and persuasive skills
Above average tolerance for monotony
High level customer centricity
Basic IT knowledge
Resilience
Proactive attitude
Flexibility (to adapt to a special multi-shift rotating schedule)
Team spirit
Independent, fast and precise working habits
Reliability regarding policies and deadlines
Secondary level certification
Experience in Call Centre or bank environment is an advantage
Fluency in English is a must
Support Services Group

Mandaluyong City, Metro Manila
Permanent
Full-time