Team Lead - bgc taguigiOPEX Technologies

Job Description:
*Handle appropriate escalations and communicate to stakeholders when necessary
• Provide necessary training to new agents, as well as provide upskill training to tenured ones upon new department function or availability.
Address client's needs through email: Daily Forecast, Training Needs, Data Analysis
• Reporting needs and assistance
Establish and reinforce the team and individual metrics to drive performance
• Provide coaching and performance monitoring of team members
• Ensure timely communication of changes and new strategies to the team
• Meet performance standards, metrics and set goals set by the department.
• This includes analyzing data, quality monitoring, coaching to strengths and opportunities.
• Answering procedural and navigational questions, conducting side by side coaching and
• Conducting team huddles and team meetings and updates are sent out.
• Develops and maintains positive relationships with clients through excellent customer relation.
• Attend meetings and calibrations with the client and cascade the same to the team
• Addresses client inquiries and ensures their needs are consistently met in a timely manner.
• Provide management with support in establishing process improvement to benefit of the customer, the employee and the management Requirements :
Must be willing to work in rotating shifts and / or night shift at BGC, Taguig CityAt least 1 year of experience as a Team Lead or Supervisor in a Call Center settingMust know how to handle and improve Net Promoters Score and other needed metrics
• Leadership and team building skills
• People management and development skills
• Basic project management skills
General understanding of business and business needs
Grab the opportunity, achieve your highest potential with iOPEX Technologies!
We are looking for awesome Team Leaders for our growing campaigns.
Job Type: Full-time
Benefits:
• Flexible schedule
• Health insurance
• Life insurance
Schedule:
• 8 hour shift
• Day shift
• Evening shift
Ability to commute/relocate:
• Taguig: Reliably commute or planning to relocate before starting work (Required)
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Working rights required for this role
Expected start date for role: 28 August 2023