BPO Team Performance & Coaching Manager

ABS-CBN Corporation; Quezon City; In loco; PHP 391.000 - 670.000; Tempo pieno

Descrizione del lavoro

ABS-CBN Corporation is seeking a capable team lead for its contact center in Quezon City. The role focuses on driving team initiatives to meet monthly performance goals across customer satisfaction, quality, productivity and KPIs.

You will resolve customer questions and address escalations while reporting and analyzing operational issues. You will coach, monitor, and develop agents, conduct performance reviews, and ensure confidentiality and professional conduct.

Competenze

• College graduate with strong communication skills.
• Minimum 1 year of experience in a BPO role.
• Proficient with social media platforms (Facebook, X, Instagram, YouTube).
• Professional demeanor, dependable, and able to maintain confidentiality.

Mansioni

• Develop and implement team initiatives to meet monthly performance goals for customer satisfaction, quality, productivity, and KPIs.
• Resolve customers’ questions and problems and escalate when needed.
• Report, analyze, and resolve system, customer and team issues and client report requirements.
• Build open communication with agents, peers, trainers, and other areas to facilitate problem solving.
• Align and implement company initiatives to ensure positive customer experience for the team.
• Manage agent performance through formal reviews and development plans.
• Coach, counsel and discipline agents as needed per policy.

Conoscenze

Excellent comms

BPO experience

Social media platforms

Professional demeanor

Adaptability

Management skills

Formazione

College degree

Descrizione del lavoro

ABS-CBN Corporation is seeking a capable team lead for its contact center in Quezon City. The role focuses on driving team initiatives to meet monthly performance goals across customer satisfaction, quality, productivity and KPIs.

You will resolve customer questions and address escalations while reporting and analyzing operational issues. You will coach, monitor, and develop agents, conduct performance reviews, and ensure confidentiality and professional conduct.