contact center Team LeadIbm

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
As a Contact Center Team Lead, you'll be able to do the following tasks/functions:
Handles complex and escalated calls that may require deviation from standard screens, scripts, and procedures. Including working on activities such as broker servicing, Client Policy Servicing (CPS) activities, complex claims, etc.
Handles caller inquiries, resolve problems and complaints, conserve customers, capture compliments and promote product/services during peak / overflow periods
Oversee day-to-day operation and volume management. Including (but not limited to) coordinating staff schedules and other activities
Responsible for monitoring performance output against Performance Targets as outlined by management
Responsible for staff development and growth. This includes providing coaching, identifying training needs and accomplishing routine Performance Appraisals
Responsible for implementing compliance and discipline in accordance to company rules and regulations in support of building a culture of trust
Partakes in activities designed to ensure continuous improvement of processes, self and others such as Learning and Development trainings, process calibrations, etc.
Partakes in initiatives and activities to improve revenue as well as improve operational efficiencies within or outside one's department
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Required Technical and Professional Expertise
Technical - MS products or similar tools / systems
Excellent written and verbal communication skills
Excellent leadership and interpersonal skills
Knowledge of performance evaluation procedures
Ability to manage and motivate staff within a team environment
Good decision making and problem-solving skills
Attention to detail, initiative and set high standards
Preferred Technical and Professional Expertise
Knowledge of and experience with SAP, Peoplesoft, and other HRMS applications is an advantage
IBM

Quezon City, Metro Manila
Permanent
Full-time