BPO Team Leader (Airline)

IGT Technologies Philippines Inc.; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Job summary

IGT Technologies Philippines Inc. is seeking a Team Lead to manage a 20-25 agent inbound calls and emails team. You will supervise performance, coach agents, monitor voice standards, and drive process improvements while handling escalations.

Onsite role in Metro Manila with shifting schedule; 2-3 years as supervisor in Travel BPO is preferred. Proficiency in MS Excel and CMS reporting is required.

Qualifications

• 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel background.
• Preferably college graduate but can accept college undergraduate.
• Experience with travel bookings and changes is a plus.

Responsibilities

• Monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Re-enforce and drive all product related updates in the team and handle escalated calls.
• Download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

Skills

People management

Coaching

Performance tracking

Escalation handling

Education

Bachelor's degree or college undergraduate

Tools

MS Excel

Job description

About the role

The purpose of this role is to manage all team and process related issues. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of 20 - 25 agents on inbound calls/email.

JOB FUNCTION/ RESPONSIBILITIES:

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.

• Team Lead has to re-enforce and drive all product related updates in team and handle escalated calls.

• Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

JOB QUALIFICATIONS:

• Preferably college graduate but can accept college undergraduate

• With 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel background

• Knowledgeable in computer MS applications & Excel

• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes

• Amenable to work fulltime onsite and on shifting schedule.