Team Lead - Telco Sales and Fulfillment

Summary/Description:

Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

General Knowledge & Skills:

Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Requirements:

Minimum experience of 4 years with customer service in the BPO/BPM industry
Preferably with Telco Sales background
Bachelors degree in any course
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