ph Team Leader - voice and chat (*15k signing bonus) ref159zTSA 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?
*15,000 Signing Bonus
Competitive salary package
Predominantly on-site role however, must be amenable & capable to work from home depending on business needs
Work on a rotating day, mid and graveyard roster between Monday to Sunday
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
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!
5 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 Campaign Sales and Customer Experience.
What will you do?
Manage staff schedule adherence
Manage all team productivity metrics including but not limited to work load seconds (WLS), average handling time (AHT) and after call work (Wrap) to ensure all targets are achieved
Effectively Manage use and configuration of Agent (Stations) on the Dialer
Effectively Manage the Team's inbound 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 or sales experience in voice, chat, or messaging account and love technology and are looking to kick-start a new career, you could be just the person we are looking for.
Qualifications
Essential
With at least 2 years of experience as Coach or Team Leader handling a Telco Account
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
Time Management Skills
Accurate and Detailed
Able to coach, lead and develop
MUST BE AMENABLE TO WORK BOTH ON-SITE in MOA Complex, Pasay and from home
AMENABLE TO A ROTATING ROSTER, Monday to Sundays (Morning - Afternoon -Night Shift)
Desirable
Self managed demonstrating initiative
Innovative and Visionary
Above average product and system knowledge
Preferably with experience handling a blended account (voice, chat and messaging experience)
*Applicants with former or current Telstra experience will be subjected to additional Rehire Eligibility review as part of our Compliance Policy
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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