Customer Service and retention team leader with 30k signing bonusSelect VoiceCom

SVC PH, Inc., an affiliate of Executive Boutique Call Center, is currently looking for a Customer Service and Retention Team Leader to start ASAP!
 
Executive Boutique/Select VoiceCom is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 14th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say "I work at Executive Boutique/Select VoiceCom and think it's a great place to work!".
 
The owners and managers at EB/SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees. If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply with us today and join the growing EB/SVC family. You won't regret it!
 
Checkout our Facebook page: www.facebook.com/selectvoicecomph
 
What you'll get:
Php40,000 salary package
Php30,000 signing bonus
Enjoy the following benefits:
Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
Life insurance program
Free weekly in-house massage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Career development
Service incentive leave program
Annual salary increase based on performance
Fun and family-like working environment
Quarterly team outing
Free flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Excellent office location in Cebu IT Park
*Terms and conditions apply.
 
What you'll do:
Provide real-time support on assigned agents so they'll perform at their highest level.
Provide statistical/performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to process improvement.
Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
What you'll need:
At least 1 year of continuous supervisory/team lead experience in a BPO company
Thorough knowledge of call center operations
Being able to follow procedures and workflows
Strong coaching and management skills
Data-driven
Coping with changes and stressful situations, stability
Understanding of subscription business
Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive and professional manner
Excellent organizational, leadership, interpersonal and time management skills
Ability to take instructions from management and ensure follow up
Strong computer application skills including MS Excel, MS Word, MS PowerPoint and others.
Ability to communicate effectively with team members and managers of all levels.
Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
Strong support skills and ability to work well under pressure
Flexibility to work various schedules
Willing to start ASAP
Willing to work on-site 
Work schedule: Night shift