The WordPress Team Lead is responsible for leading a team of front line representatives. The Team Manager will provide guidance, coaching, and motivation to reps to achieve performance targets for quality, productivity, and sales. The manager will work within the team to provide support for all aspects of the customer service experience delivered by their agents including escalated issues, as required. The manager will be proactive about pursuing knowledge of policies, procedures, tools and technical skills. The manager is responsible for all evaluations of agents for ongoing performance improvement and for annual reviews. The manager is responsible for all disciplinary actions for performance and behavioral issues up to and including termination.
Responsibilities:
Handle all types of customer contacts, most importantly escalated contacts from customers seeking help with their issues.
Works with Workforce Management to manage break and lunch schedules to meet agent needs without impacting customer service.
Partners with Training to identify individual representatives' developmental needs.
Motivates employees to achieve performance standards of quality, productivity and sales.
Interprets and communicates work procedures and company policies to representatives.
Identifies and communicates common customer trends to WP Live / Blue Sky Senior Manager.
Handles complaints, settles disputes, and resolve grievances and conflicts.
Requirements:
Experience in motivating, developing, and directing people as they work, identifying the best people for the job.
Effective listening and strong verbal and written communication skills.
Demonstrated time management skills. Comfortable in a fast paced, stressful environment.
Flexibility, multi-tasking and willingness to adjust work schedule based on business needs.
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
Newfold Digital
Responsibilities:
Handle all types of customer contacts, most importantly escalated contacts from customers seeking help with their issues.
Works with Workforce Management to manage break and lunch schedules to meet agent needs without impacting customer service.
Partners with Training to identify individual representatives' developmental needs.
Motivates employees to achieve performance standards of quality, productivity and sales.
Interprets and communicates work procedures and company policies to representatives.
Identifies and communicates common customer trends to WP Live / Blue Sky Senior Manager.
Handles complaints, settles disputes, and resolve grievances and conflicts.
Requirements:
Experience in motivating, developing, and directing people as they work, identifying the best people for the job.
Effective listening and strong verbal and written communication skills.
Demonstrated time management skills. Comfortable in a fast paced, stressful environment.
Flexibility, multi-tasking and willingness to adjust work schedule based on business needs.
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
Newfold Digital
Other Info
Cebu
Permanent
Full-time
Permanent
Full-time
Submit profile
Newfold Digital
About the company
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Position wordpress Team Lead recruited by the company Newfold Digital at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on WordPress Team Lead or Newfold Digital company in the links above