Operations Team Lead | Pioneer Account (Non-voice)
iOPEX Technologies Philippines Inc.
Taguig City, Metro Manila
Permanent
Full-time
30 days ago
Grab the opportunity, achieve your highest potential with iOPEX Technologies! We are looking for awesome and talented Operations Supervisors who wants to join our growing #happyatwork team! Available accounts: US Healthcare account (Voice) US Healthcare account (Non-voice) US News platform - Content Moderations (Non-voice) US News Platform - Content Writing (Non-voice) Local Tagalog Healthcare account - Fixed day Shift (Voice/Non voice) US VPN Technical Account (Non-voice) Job Description: Handle appropriate escalations and communicate to stakeholders when necessary Provide necessary training to new agents, as well as provide upskill training to tenured ones upon new department function or availability. Address client's needs through email: Daily Forecast Training Needs Data Analysis Reporting needs and assistance Establish and reinforce the team and individual metrics to drive performance Provide coaching and performance monitoring of team members Ensure timely communication of changes and new strategies to the team Meet performance standards, metrics and set goals set by the department. This includes analyzing data, quality monitoring, coaching to strengths and opportunities. Answering procedural and navigational questions, conducting side by side coaching and Conducting team huddles and team meetings and updates are sent out. Develops and maintains positive relationships with clients through excellent customer relation. Attend meetings and calibrations with the client and cascade the same to the team Addresses client inquiries and ensures their needs are consistently met in a timely manner. Provide management with support in establishing process improvement to benefit of the customer, the employee and the management Requirements : At least 1 year of experience as a Team Lead in a Call Center Must know how to handle and improve Net Promoters Score and other needed metrics Leadership and team building skills People management and development skills Basic project management skills General understanding of business and business needs Must be willing to work in rotating shifts and / or night shift at BGC, Taguig City What's in it for you Our people enjoy some amazing perks, check out a few below: Competitive salary package Exciting employee engagement activities Supportive #iopexHappyatwork Team Training and learning sessions Fast career growth Accessible location HMO on the third month OT/Holiday pay Leave credits Leave conversions Night differential Uncapped annual appraisal 2 days off And most importantly, you'll be part of a growing company with dynamic and engaging team. Interested Here are ways to reach us: Please complete this application form: https://bit.ly/iopexphleadershiphiring Send a message to 09178246345 (Yana) For Faster transactions - Walk in and look for Yana - our office is located in SIX/NEO (previously Net Lima) 12th Floor 26th street 5th avenue BGC, Taguig