Job Description

Minimum Requirements:

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.
• Candidate must have excellent spoken & written English communications skills
• Goal-driven & a Team Player with strong interpersonal skills and proven communication effectiveness (both written & spoken)
• Has strong leadership/people skills and performance management know-how to consistently meet KPIs and tasks. Leads by example.
• Strong time management and prioritization skills to manage tasks and adjust to daily business needs
• Flexible working in shifting/rotational schedule
• Amenable to work on site in Alabang
• Willing to start immediately

Required Experience:

• With at least 2 years in supervisor or TL role in a BPO Operations set-up
• Knowledgeable in computer MS applications & Excel
• Preferably with experience in Sales/Travel in a BPO industry

Job Responsibilities:

• Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
• Monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• May be required to be a part of Client Calls - Agent Focus Group Discussions.
• Reinforce and drive all product related updates in team and handle escalated calls.
• Download and maintain CMS reports - related to team staffing, AHT - track aux adherence and ensure discipline is maintained in team.
• Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
• Responsible for staff retention.
• Conduct and manage appraisal discussions with agents

Job Types: Full-time, PermanentSalary: Php33,000.00 - Php35,000.00 per monthSchedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Overtime pay