team leader - Email Support accountAdmerex Solutions Inc.

Description
Night Shift (6PM to 9AM) Tuesday-Saturday
Job Qualifications:
Candidate must possess at least a Bachelor's/College Degree, any field.
At least 3 years of working experience as a Team Leader handling EMAIL SUPPORT account in a BPO setting, a must.
3 years+ of experience with a support ticket system - Zendesk or Salesfource is preferred.
Must have an excellent English Communication Skills
Experienced in handling customer escalations with strong problem-solving skills to defuse challenging situations in written communications.
Must have the ability to effectively communicate and convey complex information in written communication
Familiar with G-Suite products (Google Sheets, Google Docs, Google Slides)
Effective time management, including the ability to multitask, organize & prioritize
Capable of thriving as a team player, but also driven by autonomy
Positive attitude and willingness to understand the objectives of the organization
Job Responsibilities:
- 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.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 3
Language(s): English
Availability for travel: Yes
Availability for change of residence: Yes
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Mandaue City, Central Visayas ·  Today, 10:11 AM
Work type
Full Time