Urgent Hiring! team leader for cebuFoundeverTM

FOUNDEVER ASIA INC. CEBU is looking for
TEAM LEADERS
Earn competitive salary and great benefits!
 
Responsibilities:
Leads and drives the team for continuous improvement towards set goals
Manage metrics and monitors team performance
Responds timely and accurately to the escalations of the direct reports
Assist Level 1 support towards 1st time resolution including identifying need for call back
Verifies problem and validates escalation prior to further escalation
Escalates problem only when necessary and provide assistance towards resolution
Maintains a line of communication with the escalation points
Identify team issues and provide sound advice based on good judgment
Provides direction and sound advice to the team members (mentor role)
Develops logical problem solving skills and train the team members
Re-echoes new client training to the team as needed
Adheres to support workflow are requirements to achieve SLA
Develops own resources and utilizes creative resolution
efficiently manage activities and utilization of the team
Adheres to client's defined processes and procedures and company policies
Identifies hot issues and deals with it appropriately
Conducts weekly team meetings and performs quality monitoring of agents and feedback findings
Monitors agents performance and updating their records on a regular basis
Feedback agent performance on a regular basis
Monitors technical skills of agents and recommends additional trainings when needed
Accountable for team performance and adheres closely to daily schedules while other assigned tasks are executed on time. Maintains a flexible and calm approach to problem solving
Prepares reporting requirements to immediate supervisor and clients
Coordinates with various functional groups for team requirements
Flags up personal training requirements to immediate supervisor
Issuing disciplinary actions following Sykes due process as needed
Responsible for giving a heads up to the Account Manager of pending issues within their scope, (e.g. agent employment issues, process breakdown, etc.)
Plans, assigns and directs work to the team/employees in cooperation with the supervisor
Take calls as needed, usually if there are more than 5 calls waiting on the queue
Minimum Qualifications:
Bachelor's degree holder
At least 1-2 year experience as Coach/Team Leader in a BPO setting
With people management experience
Strong leadership skills in coaching and developing at least 15 direct reports
For more information, please visit our website at https://foundever.com/