ph Team Leader - voice and chat (on-site) ref159zTSA Group

Company Description
TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands from across multiple call centres in Australia and the Philippines.
We're Australia's leading specialists in CX consultancy and services.
We help grow client revenue, improve customer experience and reduce costs.
We do this by combining the most energetic and confident culture in the industry with the most sophisticated CX solutions available anywhere in the world.
By making the customer experience more personalised and more human. By giving customers more control over what help they need, when they need it. By giving the brands we work for a voice that reflects who they are.
We're a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionising the way they connect and communicate with brands.
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:
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 on 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.
What should you expect from us?
Competitive Salary package
Office based role
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
Progression and development with a career path.
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!
Qualifications
Essential
With at least 2 years of experience as Coach or Team Leader handling a Telco Account
Exceptional written and verbal communication skills or
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
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)
MUST BE AMENABLE TO WORK ON-SITE in MOA Complex
AMENABLE TO ROTATING ROSTER Monday to Sundays (Morning - Afternoon -Night Shift)
*Applicants with former or current Telstra experience will be subject for an additional Rehire Eligibility check as part of our Compliance Policy
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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.
Check out our social media pages:
Visit the TSA Website:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
SmartRecruiters

Pasay City, Metro Manila
Permanent
Full-time