Job Description

As a Team Leader, you manage the day-to-day planning and operation of your team. This includes making sure that each of the team passes their Service Level Agreement and KPIs. He/She is also in charge of managing the team and making sure everyone adheres to their schedule. As a leader you must be organized and be able to handle responsibility. Part of the role is to be able to train and help in their development in conducting team huddles, coaching sessions, and by recognizing their weaknesses so you can offer solutions to them. Through that, your team will be able to deliver a superior customer experience which is the main goal of the department. Aside from creating reports of the team's performance and feedback from your client, the Team Lead should be able to handle issues that might arise (including HR-related ones). Not to mention, being creative in terms of thinking of solutions and acting as the mediator between the management and your team is a must.Responsibilities:

• Demonstrate ability to relate to, communicate with and motivate employees to sustain high performance and quality levels.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Drives continuous improvement through trend reporting analysis and metrics management.
• Demonstrates a commitment to customer service; anticipates, meets, and exceeds expectations by solving problems quickly and effectively making customer issues a priority.

Requirements:

• Has working knowledge in all matters in team leading.
• Can start ASAP.
• Work onsite - Temporary WFH, but should be able to report to office without issues
• Excellent verbal and written communication skills
• Must be a self-starter able to work an extended shift with limited supervision
• Good stakeholder management skills
• Ability to be highly flexible and react swiftly to changing priorities and urgent situations
• Highly motivated and able to influence change and motivate team members
• with experience working in phone, email, and live chat customer service roles. Familiarity with E-Commerce, ZenDesk.

Job Type: Full-timeSalary: Php35,000.00 - Php40,000.00 per monthBenefits:

• Health insurance
• Life insurance

Supplemental Pay:

• 13th month salary

Ability to commute/relocate:

• Puerto Princesa City, Palawan: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Can you work on site?
• Please provide your email to receive an invite
• Can you start as soon as possible?