Team Leader

Permanent
Philippines - Bonifacio Global City
Posted 3 months ago

Responsibilities

  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Oversee running and managing a team of associates daily
  • Set targets for all other Team members to meet up with
  • Schedule and organize shift patterns for other team members
  • Prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents
  • Conduct regular review of all associate’s performance and organize training sessions for under performers
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Coaching and mentoring of assigned Team members

 

 

Qualifications

  • Leadership: Oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
  • Motivation: Know how to devise effective motivational techniques to improve the performance of their team mates
  • Coaching and Mentoring: Great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
  • Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must be an achiever too
  • Multitasking: l handle multiple tasks at the same time without errors and mistakes.
  • Experience: 2 years of experience in the equivalent role, experience in a Technical Support account is a MUST

 

Job Features

Job CategoryTech Support
Job LevelMid Level, Senior Level
Experience2

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