Team Leader mystery phone shoppingExpertise.com
Salary: Agreement
Work form: Full time
Posting Date: 07/11/2025
Deadline: 13/12/2020
Want to work from home?
Do you have more than 3 years TL experience handling phone teams?
Do you want to be part of a rapidly expanding team?
Can you work nightshift 10pm to 6am Philippines time?
About Us
At Expertise.com, we make it easy to find the best local experts, every time. Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what's important when searching for experienced professionals - whether dentists, attorneys, or roofers - so our readers trust that when we say a company is one of the best, it is.
Job Summary
You will lead a team of mystery shopping agents to help identify which service providers offer great phone service to their customers in order to measure their customer experience.
We are looking for a leader who can build and lead a team of mystery shoppers. You should be a highly motivated, self-driven individual who understands how to get results.
This is a new function within our organization so you will play a role with many hats. You will need to have proven experience in problem solving, process development/improvement and be able to clearly document all procedures.
Duties and Responsibilities
Ability to dive in and build a new team from scratch
Then assist in hiring staff, training, and designing KPI testing for proper team management
Formulate action plans to meet and exceed targets
Call and preside over weekly meetings to discuss with the team the previous week's performance and issues encountered and drive improvement if the target is not met
Prepare and send detailed reports regarding the teams performance to the management team with appropriate action plans
Review all performance trackers (Productivity/Quality, Scorecards) and discuss with the Team Leaders the corresponding actions to be taken.
Evaluate agent performance and issue performance improvement plans when required
Conduct regular coaching sessions with agents
Manage the relationships between your onshore and offshore colleagues
Perform ad hoc tasks as required
Work Experience
Proven track record in one or more of the following disciplines -
Leading customer experience, customer service teams and/or sales teams (extra points for mystery shopping experience)
Salesforce.com certification is a plus but not a requirement
Competency Requirement
Analytical in problem-solving and simplification of workflow
Ability to create process flow diagrams
Excellent interpersonal, organizational and time management skills
Ability to manage varying skills of employees
Strong organizational, multi-tasking and delegation skills
Ability to deal with conflict and disciplinary issues in a positive and timely fashion
Willingness to sometimes commit duties outside of what is normally required in order to achieve desired results, especially those with a clear deadline of tasks that will affect the productivity of other teams if not done properly
Excellent communication skills both verbal and written
Commitment to get the job done
Excellent leadership skills
Powered by JazzHR
Jazz
Do you have more than 3 years TL experience handling phone teams?
Do you want to be part of a rapidly expanding team?
Can you work nightshift 10pm to 6am Philippines time?
About Us
At Expertise.com, we make it easy to find the best local experts, every time. Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what's important when searching for experienced professionals - whether dentists, attorneys, or roofers - so our readers trust that when we say a company is one of the best, it is.
Job Summary
You will lead a team of mystery shopping agents to help identify which service providers offer great phone service to their customers in order to measure their customer experience.
We are looking for a leader who can build and lead a team of mystery shoppers. You should be a highly motivated, self-driven individual who understands how to get results.
This is a new function within our organization so you will play a role with many hats. You will need to have proven experience in problem solving, process development/improvement and be able to clearly document all procedures.
Duties and Responsibilities
Ability to dive in and build a new team from scratch
Then assist in hiring staff, training, and designing KPI testing for proper team management
Formulate action plans to meet and exceed targets
Call and preside over weekly meetings to discuss with the team the previous week's performance and issues encountered and drive improvement if the target is not met
Prepare and send detailed reports regarding the teams performance to the management team with appropriate action plans
Review all performance trackers (Productivity/Quality, Scorecards) and discuss with the Team Leaders the corresponding actions to be taken.
Evaluate agent performance and issue performance improvement plans when required
Conduct regular coaching sessions with agents
Manage the relationships between your onshore and offshore colleagues
Perform ad hoc tasks as required
Work Experience
Proven track record in one or more of the following disciplines -
Leading customer experience, customer service teams and/or sales teams (extra points for mystery shopping experience)
Salesforce.com certification is a plus but not a requirement
Competency Requirement
Analytical in problem-solving and simplification of workflow
Ability to create process flow diagrams
Excellent interpersonal, organizational and time management skills
Ability to manage varying skills of employees
Strong organizational, multi-tasking and delegation skills
Ability to deal with conflict and disciplinary issues in a positive and timely fashion
Willingness to sometimes commit duties outside of what is normally required in order to achieve desired results, especially those with a clear deadline of tasks that will affect the productivity of other teams if not done properly
Excellent communication skills both verbal and written
Commitment to get the job done
Excellent leadership skills
Powered by JazzHR
Jazz
Other Info
Philippines
Permanent
Full-time
Permanent
Full-time
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About the company
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