junior team leader - bpo/ Outsourcing industry (day shift schedule)Beepo, Inc.

Description
Duties and Responsibilities:
• Customer satisfaction: Become a trusted partner to the client to ensure they feel comfortable working closely with you to achieve their business objectives. Ensure you are the day to day point of contact for each customer that is required to establish a strong business relationship in conjunction with the Talent Manager. Maintain high levels of customer satisfaction to deliver on growth objectives
• New Customer Acquisition: Be actively involved in New Customer acquisition activities as required. This includes: client tours; new business opportunities; identifying upsell opportunities; suggesting new positions.
• Customer Issues: Provide a quick response to client inquiries and questions using appropriate platforms as an avenue for prompt resolution of customer issues. Ensure all issues are recorded in the CRM (Hubspot) and escalated appropriately to CEM.
• Tardiness: Ensure the tardiness policy is followed and provided evidence that it has been rolled out by recording actions in the CE Log. Proactively inform clients of employees that will be late for their shift.
• Attendance Monitoring
• Client / Staff Catch ups
• Talent Acquisition: Aligning with the Talent Managers and TA Team to understand the client requirements, objectives of the role and cultural fit. Interview candidates as required and follow up job offers with client for Organic Growth.
• Performance Reviews
• Succession Planning Ensure each DR has an appropriate succession plan in place. Ensuring a replacement strategy is in place for underperforming employees.
• Reporting: With Client Experience (CE) Team ensure all staff have Performance Assessment Review (PARs) completed and CEMs to escalate where overdue (WOW opportunity)
• Recruitment Support: Work closely with the Talent Manager to ensure that quality employees are engaged in your cluster that meet the job requirements and client's culture.
• Mentoring
• Induction: Participate and assist in on boarding new CE Team members or other internal positions as needed.
• Training: Organise training programs for the CE representatives in order to update their job knowledge and enhance their skills.
• Reporting & Analysis
• CE Logs: Ensure the CE Logs are updated on a daily basis (using standardised methodology) to record any communications with the client relevant to the team.
• Client WOWs: Spend at least 45 minutes a day with your team reviewing the WOW's for the team. Use this as a face to face opportunity to develop a rapport with your team.
• Activity Reports
• Continuous Improvement: Understand the importance of Client Experience within the Beepo business plan and develop opportunities to deliver continual improvements. View all services from the client's perspective, continually learn what it is like to be a Beepo Client / Customer, work with customer groups to gain feedback and implement change initiatives.
• Time Tracking. All staff to use time tracking tools in line with policy.
• Measure team performance based on five key factors: Attendance, Helpfulness; Efficiency; Initiative; Quality
• Contractual Obligations: Understand and apply all aspects of Beepo client contracts in place that relate to your customer group. Ensure the team are educated on the requirements
• Legislation: Fully understand all internal and external legislation relevant to the role.
• Time Tracking: Ensure all staff understand the need to comply with the time tracking systems and correctly enter information required
• IT Compliance
• Participate in formal and on the job development and continually seek learning opportunities. Attend and participate in (where possible) team meetings to help understand the business environment and how you contribute.
• Actively participate in the performance development process and other feedback discussions
• Follow stop, start, keep to re-assess and prioritise
Qualifications and Experience:
• Bachelor's Degree in Business Administration, management studies, or in a related discipline
• At least 1 year of solid experience in a similar role
• Prior experience (up to 5 years) in the field of Customer Service or Marketing
• Proven experience in leading and developing others
• Advanced skills in MS Office and Google Docs
• Well-developed communication skills. Ability to effectively interact with clients to identify and process their requirements. Advanced English communication skills are critical
• Advanced Customer Service skills and problem solving skills and ability to courteously interact with clients to ensure positive customer experience
• Able to develop new solutions to meet customers' changing expectations
• Constructively and continually able to look for creative solutions to deliver tangible improvements
• Leadership skills - ability to organise and direct the activities of the CE team to ensure the delivery of high-quality service and value to customers
• Strong ability to organize effectively, delegate responsibility and solve problems quickly
• Able to analyse customer metrics, including Net Promoter Score
• Proven planning and organising skills
• Credible across service areas, creates positive working environments, manages conflict
• Demonstrates consistent excellence in standards, behaviours, knowledge and skills
• Self - aware, positive interpersonal skills yet determined
• Willing to integrate across service areas, cross functional customer
• Able to have difficult conversations, clearly explain initiatives in sufficient detail to gain understanding, and the support of internal customers and partners
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): English
Availability for travel: No
Availability for change of residence: No
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Pampanga, Central Luzon ·  Today, 09:47 AM
Work type
Full Time