BPO Team Leader/Team Manager (Telco & Customer Service Accounts)

ePERFORMAX Contact Centers Corporation; Pasay; In loco; PHP 360.000 - 480.000; Tempo pieno

Descrizione del lavoro

ePERFORMAX Contact Centers Corporation in Pasay City is seeking a Team Manager to lead agent performance through coaching, conduct weekly evaluations of interactions, and coordinate with departments on product updates and system issues.

Ideal candidates will have 1–2 years in BPO team leadership, strong communication, and reporting skills; willingness to work weekends/holidays and onsite in Pasay City.

Competenze

• 2-year undergraduate degree; communications arts and education majors preferred.
• At least 1–2 years experience as a call center/BPO Team Manager.
• Experience with Telco or Customer Service or similar BPO accounts is an advantage.
• Excellent communication skills.
• Experience in developing talents to full potential.
• Effective communication and interpersonal skills.
• Proficient in creating reports and using MS Office.
• Willing to work flexible schedules including weekends and holidays.
• Willing to work onsite in Pasay City, Metro Manila.

Mansioni

• Facilitate development of agent performance via individual coaching sessions.
• Evaluate interactions (phone, chat, e-mail) weekly for all team members.
• Communicate and teach product updates, behavior gaps, call drivers or system issues.
• Participate in weekly/bi-weekly calibration sessions.
• Review, validate, and approve requests within authorization limits; take escalated calls.
• Build a strong working relationship with teammates and other departments.

Conoscenze

Coaching

Communication

Reporting

Interpersonal skills

Formazione

Two-year undergrad degree

Strumenti

MS Office

Descrizione del lavoro

Responsibilities:

• Facilitate the development of agent performance by conducting individual coaching sessions

• Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities

• Communicate and teach product updates, behavior gaps, call drivers or system issues

• Actively participate in weekly/bi-weekly calibration sessions

• Review, validate and approve requests within their authorization limits and take escalated calls

• Build a strong working relationship with teammates and other departments

Requirements:

• 2-year undergraduate degree (communications arts and education majors preferred)

• At least 1-2 year of experience as a call center/BPO Team Manager

• Experience in various lines of business including Telecommunications (Telco), Customer Service or similar BPO accounts is an advantage

• Excellent communication skills

• Experience in developing talents to its full potential

• Effective communication and interpersonal skills

• Proficient in creating reports and in using MS Office

• Must be willing to work flexible schedules (including weekends and holidays)

• Must be willing to work onsite in Pasay City, Metro Manila