Team Lead (earn up to 30k)iOPEX 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: o 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 if Lead is not available 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:
Candidate must possess at least a Bachelor's/College Degree, any field.
Must be willing to work in rotating shifts and / or night shift at BGC, Taguig City
At least 2 years of experience as a Team Lead in a Call Center
Must 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
Summary of role requirements:
Looking for candidates available to work on weekdays, Saturdays and Sundays
1 year of relevant work experience required for this role
Working rights required for this role