Team LeaderRingCentral

Job Description
Team Leader
The Global Customer Care Team Leader's primary responsibility is to oversee the day-to-day Operational and Administrative tasks and meet the assigned targets of the team. The Team Lead is responsible for leading a team of Product Support Representatives (PSRs) and/or Technical Customer Support Specialists (TCSS) who respond to customer inquiries.
Primary responsibilities:
The essential functions and tasks of this job title include but are not limited to the following listed below:
Supervises a group of agents ranging from 12- 15, handling voice, email, and/or chat support
Facilitates daily team briefings on performance reports, scorecards, new product updates, company policies, etc.
Addresses agents gaps in technical skill and knowledge by working with enablement and other business support units
Motivating and coaching team members to improve overall productivity and performance, while also ensuring team members comply with company policies
Completes items on the Team Lead daily tasks list which includes the following:
Open Case Management
Real Time Support or Floor Management
DSAT Prediction Call Recovery
Management of VOC (Voice of the Customer)
CSAT (Customer Satisfaction) prediction
Call listening, web/ chat monitoring
Coaching (1:1, Triad, and Quad)
Handles and manages escalated calls/chats
Ensure all upskilling courses for agents required by the business are completed by team members
Attend upskilling courses as required by the business unit
Key Competencies
Problem solving skills
Effective communication skills
People Management
Conflict Management
Decision Making skills
Analytical skills
Time management skills
Strategic/Critical thinking
Integrity
Leadership skills
Skills
MS Office (excel, ppt, word)
Google workspace
Networking/ VOIP skills
JOB REQUIREMENTS:
5-7 years providing technical support in the Call Center Industry for a BPO or corporation
2-5 years managing a team of technical support agent
Implementation, consulting or support experiences with VOIP, networking or Call Center Solutions is a plus
Amenable to work onsite and report 10-11 days per month and may still change based on business needs
Amenable to work in both sites - Ortigas and Cubao
Demonstrated experience recruiting, hiring and retaining highly skilled and highly motivated employees
Ability to work independently with minimal management guidance
Results-oriented leader who defines and manages achievement of performance objectives
Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers
Understand the evolving support and service requirements of customers
Ability to set business expectations and proactively manage teams to deliver against those expectations
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Ability to successfully deliver multiple complex projects simultaneously
Ability to think and influence both at the strategic and execution level
Acts with confidence and decisiveness to solve people problems
Excellent oral and written communication skills including listening and presentation skills
Capable of analyzing complex situations and planning for contingencies
Key Competencies
Problem solving skills
Effective communication skills
Skills
MS Office (excel, ppt, word)
Google workspace
Networking/ VOIP skills
People Management
Conflict Management
Decision Making skills
Analytical skills
Time management skills
Strategic/Critical thinking
Integrity
Leadership skills