Team Leader | English, Tagalog, Arabic
- Pasig City, Metro Manila
- Permanent
- Full-time
- Manage and direct the daily activities of the Heroes, including creative resource planning and implementing call center strategies and operations
- Provide meaningful career and professional development to Heroes, in partnership with leadership development staff
- Carry out needs, assessments, and performance reviews for Heroes
- Setting and meeting performance targets for efficiency and quality
- Ensure that the Service Delivery processes and team meet 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, and IT, and liaise with the HR team.
- Industry Knowledge
- Required: Travel experience in the CX space, dealing with end consumers, great with people - high capacity to problem solve on behalf of another, detailed oriented. Preferred; travel experience using back end portals of Amadeus, Expedia, Hotelbeds - really any online travel agency's (OTA) backend portal.
- Technical Skills/Tool Knowledge
- Required; Customer Support
- Problem Resolution
- Product Knowledge
- Order Processing
- Documentation
- Follow-Up
- Team Collaboration
- Maintain Service Standards
- Ability to use oud computing, productivity, and collaboration tools, software, and products
- Soft Skills
- Empathy: The ability to understand and share a customer's feelings.
- Active listening: The ability to fully understand and engage with a customer's words and underlying messages.
- Communication: Effective verbal and written communication.
- Problem-solving: The ability to solve problems and be resourceful.
- Patience: Being patient with customers.
- Adaptability: Being able to adapt to different situations.
- Positive attitude: Having a positive attitude and being friendly.
- Conflict resolution: Being able to resolve conflicts.
- Time management: Being able to manage time well.
- Teamwork: Being able to work well with others.
- Tenure of Experience
- 2-3 years of experience working as a Team Leader in a BPO is an advantage but not required
- Education Type/Level
- Required and Preferred: college-educated
- Above-average communication skills in English, Tagalog and Arabic