ph team leader (blended campaign | Technical Support campaign )TSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Above industry standards compensation
Flexible to both working environments; whether on-site or work from home depending on business needs
Day shift on a 5am to 4pm, M-F rotating roster
HMO coverage with free dependent
Life Insurance Coverage
Hiring for 2 Accounts:
Pioneer Automotive Account
Pioneer US Telco - Tech Support Campaign
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Full time roles available
Job Description
What will a normal day look like?
The Team Leader is responsible for providing Leadership, Management and Coaching for a Team of Agents in a positive work environment to achieve both Business and Client objectives for all Contact Centre processes in after sales care through various channels, including telephone, direct mail, email, webchat and social media.
What will you do?
Manage staff schedule adherence
Manage all team productivity metrics including but not limited to Service Level Agreements (SLA), First Contact Resolution (FCR), Quality Assurance (QA), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Post Interaction Survey, Process Compliance and Personal Development Plan (PDP) process, to ensure all targets are achieved
Effectively Manage use and configuration of Agent (Stations) on the Dialer
Effectively Manage the Team's inbound, email, chat and social media queues as required
Create positive attitude through staff motivation
Encourage all staff members to attend and actively participate in all team meetings and activities.
Create an ongoing team culture
Ensure that the teams system records are kept up to date
Deliver and document effective coaching feedback to optimise agent performance
Facilitate implementation of coaching action plans ensuring records are kept
Take responsibility for the teams ongoing learning and development
Facilitate regular team meetings to ensure the team objectives are communicated
If you have previous leadership experience in customer service - voice, chat, and email account, love technology and are looking to kick-start a new career, you could be just the person we are looking for.
Qualifications
Essential
At least 2 years of experience as Team Leader
Must have experience:
Blended Campaign experience (chat, voice, email) for Automotive Account
Strong Telco Experience for the US Telco Account
Must be open to On-site (MOA, Pasay), Hybrid or WFH
Must be amenable to Rotating Shift: Day, Mid & Graveyard
Exceptional written and verbal communication skills
Ability to positively influence
Results Focused
Skilled in Conflict Management
Leads by Example
Creates a team culture and motivates others
Business ethics
Ability to multitask
With time Management Skills
Accurate and Detailed
Able to coach, lead and develop
Self managed demonstrating initiative
Innovative and Visionary
With above average product and system knowledge
Hit the I'm Interested button to apply!
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*Terms & Conditions apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority!
In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time