Team LeaderTranscosmos

This role will lead the Contact Center which represents the brand and is the first line contact for all incoming requests or queries from customers relating to the client's products and services. The Team Leader ensures the service is provided effectively, accurately, and securely and that the SLAs and KPIs are consistently achieved. They ensure that the team has the product and process knowledge to helpfully and informatively answer queries, and the customer care skills to provide excellent customer service.
Summary of Responsibilities
Lead a team providing customer services
Provide high-level professional services in an efficient manner
Make effective use of procedural, informational, and technical documentation
Duties and Responsibilities
Lead the members of the team in the delivery of the service
Ensure the service meets Service Levels and KPIs
Participate in Service Review meetings
Monitor incoming channels including phone, email, chat, and Social Media
Monitor live team performance
Identify and resolve service issues
Handle customer escalation or complaints
Escalate appropriately to the Service Delivery Manager
Hold regular team meetings
Review service performance reports produced by the Service Management Office
Report on service and agent performance
Participate in the Quality Assurance program
Provide agent coaching and development
Manage the shift pattern and work schedule
Maintain records in the personnel system
Ensure TCIS' HR policies and procedures are followed
Perform personnel management tasks such as scheduling holiday, recording and managing absence, and conducting return to work interviews
Participate in other personnel management activities, such as IDPs and disciplinary hearings, with the support of the Service Delivery Manager and the HR team
Ensure the team understand and comply with the service processes & procedures and a high level of product knowledge
Contribute to the service process and procedure improvement
Provide or arrange product training for the team
Requirements
>2 years' experience in a contact center / customer service environment is required
Experience of working in the consumer related product business is advantageous
Exceptional customer service and people skills
Experience of leading a team
Experience of service delivery management
Excellent written and verbal communication skills.
Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
Good knowledge of the Microsoft Office tools (Outlook, Excel), Social Media and the Internet
Organised, accurate, with ability to multi-task
Positive, enthusiastic, with a real team spirit
Strong work ethic, dependable and flexibility to work overtime
Willingness to learn and grow with the company
Benefits
We are offering you the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader. At Transcosmos, we pride ourself on a fun, healthy and encouraging work environment within the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
· Competitive compensation packages
· HMO/Medical and dental coverage
· Life insurance
· Non-taxable allowances
· Night differential
· And much much more!
Transcosmos

Taguig City, Metro Manila
Permanent
Full-time