Customer Service Team Lead: Coaching & Performance

Eastvantage Business Solutions Inc.; Eastern Manila District; Presencial; PHP 600 000 - 900 000; Tempo integral

Resumo da oferta

Eastvantage Business Solutions Inc. in the Philippines seeks a Team Manager to supervise Student Enrollment Assistants or Admissions Support, ensuring service levels are met and data integrity is maintained.

You will coach, mentor, assign tasks, escalate issues to the Senior Team Leader, participate in meetings, and develop scorecards to drive performance improvements. The role requires strong leadership, communication, and the ability to manage workload while fostering a positive work

Qualificações

• Bachelor's degree or equivalent in a relevant field.
• Minimum of two years in a supervisory or team lead role in BPO (omni-channel) preferred.
• Experience in student enrollment or related environment advantageous.
• Proficiency in reporting and data management software.

Responsabilidades

• Lead and oversee a team of Student Enrollment Assistants or Admissions Support.
• Provide regular coaching and mentoring to enhance skills, confidence, product knowledge, and communication.
• Enforce data integrity protocols and ensure accurate record-keeping.
• Assign tasks effectively to optimize workflow and meet deadlines.
• Escalate critical issues to the Senior Team Leader promptly.
• Participate in departmental and company meetings.
• Support and mentor ASOs to improve performance.
• Develop and issue employee scorecards and plan improvements.
• Manage staff corrective actions and attendance decisions.
• Collect and resolve employee concerns across departments.
• Generate and manage operational reports.

Conhecimentos

Leadership

Coaching

Communication

Performance management

Data integrity

Mentoring

Decision making

Organization

Formação académica

Bachelor's degree or equivalent

Ferramentas

Excel/Reporting tools

Data management software

Descrição da oferta de emprego

Eastvantage Business Solutions Inc. in the Philippines seeks a Team Manager to supervise Student Enrollment Assistants or Admissions Support, ensuring service levels are met and data integrity is maintained.

You will coach, mentor, assign tasks, escalate issues to the Senior Team Leader, participate in meetings, and develop scorecards to drive performance improvements. The role requires strong leadership, communication, and the ability to manage workload while fostering a positive work