start as early as july 19! team leader - Dayshift AccountAdmerex Solutions Inc.

Description
Ensure agents are hitting the targeted KPIs.
Manage customer escalations and complaints.
Motivating and inspiring the assigned team to go beyond their potentials Perform daily coaching sessions with each team member based on;
-Performance scores and Observation
-Remote/Side-by-side monitoring results
-Quality Assurance Survey Results
-QA scores
Documents feedback on a coaching log in order to track the agent's progress in a weekly/daily basis.
Ensures timely delivery of accurate and consistent updates to the assigned team. These may often occur through team meetings or thru email.
Act as the point of contact for communication of Screeners and other departments regarding payroll, IT and any other related concerns
Reviews Team and agents individual metrics on a daily basis and provide constructive feedback when necessary
Develops Rewards and Recognition for the teams to ensure motivation
Queue Management
Any other duties as reasonably requested by the client.
Job Requirements:
At least 2 years in supervisory role with exposure to CS and Sales campaigns.
Good to excellent communication skills
Able to manage the team handling multiple LOBs such as inbound sales, Outbound and Customer Service (voice, chats and emails ).
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes

Mandaue City, Central Visayas ·  13 minutes ago