ph Team Leader - voice and chat 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
Who are we?
TSA is an Australian-owned business specialising 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 are currently looking for superstars to join our vibrant and energetic team! At TSA, not only are we customer inspired, but we are also about making you feel valued and appreciated. Here are a few work perks we have put in place to help motivate our team:
Competitive salary rates, with fantastic rewards structure
We promote within the company! Look no further to take the next step in your career
Fun, rewarding environment with "fire-downs", VIP Awards Nights, annual Rewards and Recognition
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.
Qualifications
Essential
Exceptional written and verbal communication skills or
Strong written skills (Fluent written English)
Strong oral communication skills (Fluent spoken English)
Ability to positively influence
Results Focused
Conflict Management Skills
Lead by Example
Creating a team culture and motivating others
Business ethics
Ability to multitask
Time Management Skills
Accurate and Detailed
Must have experience handling a Telco Account as a Team Leader
Desirable
Self managed demonstrating initiative
Innovative and Visionary
Product and system knowledge
Ability to coach, lead and develop
Preferably with experience handling a blended account (voice, chat and messaging experience)
*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
Check out our social media pages:
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