Team Leader | nagaStellar Philippines, Inc.

Team Leader Job Purpose Manage assigned team of agents/customer service representatives or operators to meet performance, quality, customer satisfaction, efficiency and hours/staffed time goals by providing knowledge, education, support and guidance Team Leader Job Purpose Manage assigned team of agents/customer service representatives or operators to meet performance, quality, customer satisfaction, efficiency and hours/staffed time goals by providing knowledge, education, support and guidance in accordance with client-approved processes as well as internal company procedures and policies. Responsibilities Manage the performance and development of direct reports through effective education . Formulate a daily/weekly and monthly plan of action for each agent by using all available statistical or historical data as well as qualitative information . Conduct regular transaction (call) monitoring using client approved or company-standard transaction monitoring/quality assurance evaluation forms . Provide regular feedback and coaching to agents based on thorough problem identification techniques and root cause analysis and by using the most appropriate educational tool . Employ Effective Performance Management (EPM) processes and tools . Conduct Monthly Performance Review (MPR) as well as annual performance reviews Manage results and numbers . Review agent scorecards track/monitor invidividual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and/or project-to-date . Conduct daily pre or post shift meetings to discuss team stats/reports . Manage and develop the team to meet and exceed program goals Ensure accountability among team members . Set expectations with each team member and ensure understanding utilize documented Statement of Understanding (SOU) if necessary . Conduct daily pre or post shift meetings to discuss and/or cascade critical information . Has a clear understanding of the company policies, code of ethics and code of discipline and able to implement these firmly, fairly and consistently . Document coaching sessions and prepare development action plan to address areas for improvement and close performance gaps . Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members Provide leadership and motivation to direct reports . Set clear directions for the team thru clear communication of goals and objectives, tasks , assignments, etc . Conduct regular meetings with agents to improve overall performance of the team . Give recognition to the team members' group and individual achievements prepare the appropriate documentation/commendation in line with this . Set a good example by strictly adhering to the company's policies, procedures and guidelines Develop harmonious working relationship and teamwork . Establish open lines of communication within the team . Promote positive mental attitude . Thrives as a team player in a fast-paced, high-energy, change-oriented environment . Keep employee attrition and absenteeism within controllable limits Other . Complete tasks delegated/assigned by the Operations Manager . Handle escalated irate and/or or upset customers' inquiries promptly & professionally and in compliance with quality standards/ call processing guidelines and standards . Perform other reasonable duties as required . Graduate of a four-year course (or equivalent work experience) . At least 6 months to one year work experience as an agent or a customer service representative, preferably within the same program or a similar program . Call centre experience (required) . At least one year supervisory experience required if lacking in educational requirement. Planning & organizing . Excellent oral & written communication . Basic mathematical and statistical analysis . Problem-solving and decision-making . Motivational and people skills . Negotiation Skills . Proficiency in basic computer applications. Adaptability and flexibility . Leadership . Teamplayer . Integrity and Honesty . Professionalism . Customer Service Orientation . Positive Mental Attitude . Culture Fit . Work in line with Stellar's Culture and adhere to Stellar's expected standards of behaviour, which include
Monster

Bicol Region
₱312,000-360,000 per year
Permanent
Full-time