Team Leader - Non Video (External)

• 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
• 2-5 years of experience working as a Team Leader in a BPO
• Experience handling a Content Moderation account preferred

• 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

Enshored