Team LeaderTranscosmos Asia Philippines

Role Profile:
• Bachelor/College degree in any field
• Minimum of 2 years experience in call center, customer service
• Experience with Voice and Non-voice (Email and Chat)
• Minimum 1 year relevant working experience as Team Leader
• Extensive background In performing Coaching
• Excellent and Effective Written and Oral communication skills
• Presentation Skills
• Know when and how to apply Root Cause Analysis
• Creative Problem Solving and Decision Making Capabilities
• Have intermediate / advance skills in Microsoft applications (ex. PowerPoint, Word, Excel, etc.), windows environment, telephony services.
• Flexibility and Professionalism
• Business Acumen
• Ability to impose Self-Direction
• Foster Conflict Resolution
• Adaptability
• Can work on a shifting schedule
• Can Work under minimal supervision
Functions:
• Responsible in planning daily and weekly operational activities and adjusted strategies to achieve SLAs within available and budgeted constraints.
• Responsible for delegating work, monitoring and coordinating the department functions to meet the deadlines required by client and operations.
• Ensures that processes are in place to achieve the goals and requirements of productivity, quality standards and record retention.
• Responsible for evaluating staff performance, coaching and orienting on the project overview.
• Assist the staff with questions and difficulties on work output; address data inconsistencies and gather the necessary information for missing the data.
• Responsible for maintaining the records of the completed work.
• Responsible for creating and sending the operations daily status report to Supervisor or Operations Manager.
• Facilitates in training new staff on client specifics and workflow of data entry to make it as streamlined as possible
• Recommends process improvement to enhance staff development and work processes to the Supervisor or Operations Manager.
• Responsible to handle and resolve escalations from staff.
• Handle social media concerns, email and phone concerns during high volume
• Work with Supervisor or Operations Manager to analyze, improve and present team performance during business reviews
• Responsible in timely cascade and ensure understanding of important updates
• Responsible for escalating unresolved issues to Supervisor or Operations Manager.
• Compile and verify employee attendance, hours worked, and post information onto designated records as well as approve overtime.
• Ensures that tasks are accurately delegated based on role classifications
• Negotiates and resolves conflicts / problem among staff
• Recognizes achievement of staff and gives proper recommendation in accordance to performance
• Presides and/or mediates meetings and discussion in order to facilitate the completion of group goals
• Trains the process to CSR /Agents
• Any other relevant duties as directed
Summary of role requirements:
Looking for candidates available to work on weekdays, Saturdays and Sundays
1 year of relevant work experience required for this role
Working rights required for this role