Team LeadIopex Technologies Inc.

JOB DESCRIPTION
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 QUALIFICATION
Qualifications:
• Candidate must possess at least a Bachelor's/College Degree, any field. Or college level with 5 years total of BPO experience.
• 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 metrics
• Leadership and team building skills
• People management and development skills
• Basic project management skills
• General understanding of business and business needs
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 (Require
OTHER JOB REQUIREMENTS
Education
Bachelor's Degree / College Degree
Field of study
Others
Specialization
Telesales/Telemarketing
JOB BENEFITS
Health Card, Commission, Flexitime, Others
Team Leadership, Customer service