Customer Service Team Lead (Taguig) | Onsite

Start Date: August 18Work Setup: 100% Onsite (BGC Taguig)Requirements:

Minimum experience of 4 years with customer service in the BPO/BPM industry
Bachelors degree in any course or equivalent experience
A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
Willingness to work in rotational shifts
Amenable to work in shifting schedules.
Amenable to work ONSITE (TAGUIG).
Able to start ASAP

Responsibilities:

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the teams requirements
Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects