executive escalation Team Lead - visminGlobe Telecom

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description Position: Executive Escalation, Team Leader
Duties and Responsibilities:
Supervises overall delivery of the team to meet vital operation standards on:
Acknowledgement Rate
Service Level Agreement
Resolution Rate
Quality Audit (Error Rate)
Root Cause Analysis and Process Improvement
Case Management/Progressive Escalation
Identifies training requirements and monitors the compliance of the teamon refresher activities, workshops and drills
Drives individual performance management - plans, monitors and reviews individual work objectives and contributions to the team and to the organization
Plans and implements developmental programs of the team timely discussion and submission of PPE and IDP
Instills strong work ethics and discipline to each member through one-on-one sessions to promote a healthy, positive and harmonious relationship
Monitors and ensures meeting the headcount requirements
Set-up a pool of appropriately trained members to support and facilitate customer recovery and complaints handling function
Ensures that complaints are utilized as key inputs and service improvement tool in the root cause analysis report
Maintains performance reports and conducts team performance reviews, meetings and root cause analysis discussions
Ensures that all customer escalations and complaints are managed by the team to the customer's satisfaction in accordance with the company's terms and policies
Demonstrates the team's ownership of customer issues and works collaboratively with customer channels, support groups and vendor partners to resolve issues in a timely manner
Identifies and escalates systemic issues causing repeated complaints and drives continuous improvements
Ensures that the team is up to date on the latest services and product knowledge
Participates in group discussions and other activities to support the team and improve the quality of the operations
Maintains contact with all relevant support groups to ensure support for resolution of customer issues, consistency of approach and smooth cross department cooperation
Position: Executive Escalation, Team LeaderDuties and Responsibilities:
Supervises overall delivery of the team to meet vital operation standards on:
Acknowledgement Rate
Service Level Agreement
Resolution Rate
Quality Audit (Error Rate)
Root Cause Analysis and Process Improvement
Case Management/Progressive Escalation
Identifies training requirements and monitors the compliance of the teamon refresher activities, workshops and drills
Drives individual performance management - plans, monitors and reviews individual work objectives and contributions to the team and to the organization
Plans and implements developmental programs of the team timely discussion and submission of PPE and IDP
Instills strong work ethics and discipline to each member through one-on-one sessions to promote a healthy, positive and harmonious relationship
Monitors and ensures meeting the headcount requirements
Set-up a pool of appropriately trained members to support and facilitate customer recovery and complaints handling function
Ensures that complaints are utilized as key inputs and service improvement tool in the root cause analysis report
Maintains performance reports and conducts team performance reviews, meetings and root cause analysis discussions
Ensures that all customer escalations and complaints are managed by the team to the customer's satisfaction in accordance with the company's terms and policies
Demonstrates the team's ownership of customer issues and works collaboratively with customer channels, support groups and vendor partners to resolve issues in a timely manner
Identifies and escalates systemic issues causing repeated complaints and drives continuous improvements
Ensures that the team is up to date on the latest services and product knowledge
Participates in group discussions and other activities to support the team and improve the quality of the operations
Maintains contact with all relevant support groups to ensure support for resolution of customer issues, consistency of approach and smooth cross department cooperation
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
Globe Telecom

Cebu
Permanent
Full-time