team leader ( Technical Support)FWD BPO Inc.

FWD BPO is a Business Process Outsourcing (BPO) company situated in Mandaue City, Philippines. We partner with businesses from various industries such as Transport, Health and Beauty, Food, Retail, and Finance, supporting Australia, North America, UK, and Asia Pacific.
 
With our people and our technology, we offer convenient, cost-effective, and customized solutions developed to increase sales and drive customer engagement. These solutions include:
    
    * Outbound and Inbound Sales
    * Customer Care
    * Technical Support
    * Back Office Support
    * Lead Generation,
    * Website and Application Development
 
As a driver of growth, we aim to give a fresh take on what the BPO industry is all about  that it allows you to do more with your time, resources, and with your career or business as a whole.
 
Our people is our greatest asset.
 
And here at FWD, we are always looking for highly-motivated and awesome individuals to add to our existing pool of agent and non-agent talent. We cater to college undergrads, fresh graduates, career shifters, and anyone who’s looking for a better career landscape.
 
Here’s just an overview of what to expect once you are a part of our team:
 
1. Competitive Salary Package
2. Convenient Location
3. Fun Company Culture
4. Guaranteed Career Growth
5. Easy and Fun Environment
 
Apply now and be a part of our journey towards success.
 
TECHNICAL SUPPORT TEAM LEADER
 
Job Description Summary:
The Technical Support Team Leader is responsible for leading, developing, mentoring and auditing the quality control for the Technical Support
Team.
-Duties and Responsibilities-
Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
Auditing customer accounts to ensure accuracy of information.
Handling escalated issues from customers.
Participating in the Manager on Duty rotation.
Job Requirements:
Bachelors Degree or College Diploma in a relevant field preferred.
Previous experience in a leadership or management role, preferably in the BPO setting.
Excellent communication skills with a strong customer focus.
Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
Ability to work with minimal supervision.
Team player with good interpersonal skills.

5+ Years Experience