Team Leader | english, tagalog, arabicEnshored

ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage and direct the daily activities of the Heroes, including creative resource planning and implementing call center strategies and operations
Provide meaningful career and professional development to Heroes, in partnership with leadership development staff
Carry out needs, assessments, and performance reviews for Heroes
Setting and meeting performance targets for efficiency and quality
Ensure that the Service Delivery processes and team meet Enshored and client-specific KPI targets.
Practice and ensure compliance with all policies and procedures of the company
Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
Coordinate with Recruitment, and IT, and liaise with the HR team.
MINIMUM REQUIREMENT QUALIFICATIONSKey Skills:
Industry Knowledge
Required: Travel experience in the CX space, dealing with end consumers, great with people - high capacity to problem solve on behalf of another, detailed oriented. Preferred; travel experience using back end portals of Amadeus, Expedia, Hotelbeds - really any online travel agency's (OTA) backend portal.
Technical Skills/Tool Knowledge
Required; Customer Support
Problem Resolution
Product Knowledge
Order Processing
Documentation
Follow-Up
Team Collaboration
Maintain Service Standards
Ability to use oud computing, productivity, and collaboration tools, software, and products
Soft Skills
Empathy: The ability to understand and share a customer's feelings.
Active listening: The ability to fully understand and engage with a customer's words and underlying messages.
Communication: Effective verbal and written communication.
Problem-solving: The ability to solve problems and be resourceful.
Patience: Being patient with customers.
Adaptability: Being able to adapt to different situations.
Positive attitude: Having a positive attitude and being friendly.
Conflict resolution: Being able to resolve conflicts.
Time management: Being able to manage time well.
Teamwork: Being able to work well with others.
Education and Experience
Tenure of Experience
2-3 years of experience working as a Team Leader in a BPO is an advantage but not required
Education Type/Level
Required and Preferred: college-educated
Language Skills:
Above-average communication skills in English, Tagalog and Arabic
#EnshoredJobs
Enshored

Pasig City, Metro Manila
Permanent
Full-time