Team Leader
Wonders Corporation
- Dumaguete City, Negros Oriental
- Permanent
- Full-time
- Hire, train, and manage a team of 10-15 support specialists to deliver a best-in-class experience to our restaurant clients
- Review errors and provide performance feedback and coaching on a regular and timely basis to each team member
- Be a player-coach and provide backup support for the team as needed
- Execute and be committed to the daily and quarterly goals of the Service team
- Analyze data to achieve SLA adherence, high customer satisfaction and passing QA score
- Create a productive and empathetic work environment that is conducive to good attendance, long-term employment and employee satisfaction
- Work with management to strategize reward incentives and plan quarterly team building activities to ensure high morale and team productivity
- Work well cross-functionally including training, QA, workforce team, operations team, client success, engineering teams etc.
- Identify areas for service improvement and make recommendations to the management team
- Professional-level fluency in English
- Bachelor's degree or college experience preferred
- At least two (2) years of relevant Team Leader experience managing a minimum of 5 teammates, preferably working in a in-house customer support function
- Strong customer service orientation and a passion for helping people through coaching and problem solving
- Ability to work well under pressure and can multi-task with priorities in mind
- Calm and collected - maintain calm and professionalism in stressful situations and be the rock for those who come to us when they need help
- Patient and attentive - display patience and empathy while listening to our customers through critical issues and figuring out what they need
- Dependable and consist - deliver consistent performance and provide timely support for the team, day in and day out
- Honest and open - exercise transparency and integrity in communication and management
- Agile - comfortable rolling with the punches and working in a fast-paced and constantly evolving environment