Team Leader - Video Vertical
- Pasig City, Metro Manila
- Permanent
- Full-time
- Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.
- Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
- Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
- Provide a career path for the Advisors who would like to level up through an effective and comprehensive training plan.
- Carry out needs, assessments, and performance reviews to officers.
- Set and meet performance targets for efficiency and quality.
- Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.
- Practice and ensure compliance with all policies and procedures of the company.
- Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
- Coordinate with Recruitment, IT, and liaising with the HR team.
- Perform other duties as assigned.
- High level of initiative, accountability, and self-motivation
- Strong customer service orientation
- The ability to build a productive and highly-engaged work environment
- Maintain calmness and composed under tight pressure and provocations
- Ability to work independently and take responsibility for seeing things through to completion.
- Attention to detail
- Bachelor's/College degree
- 2-3 years of experience working as a Team Leader in a BPO
- Strong leadership, people management, administrative, and numeracy skills
- Strong written and verbal English communication skills
- Proven experience at developing and maintaining relationships with key internal and external stakeholders.
- Team facilitation and training skills.
- Commitment to delivering to the highest quality first time
- Proven ability to work to deadlines and under pressure with a positive attitude
- Above-average communication skills in English