Non-Voice Team Leader

Thoth AI; Pasig; On-site; PHP 279,000 - 391,000; Full time

Job summary

A technology company in Metro Manila is seeking a Team Supervisor to oversee non-voice customer service representatives. The ideal candidate should have experience in a supervisory role within a BPO setting and possess excellent problem-solving and communication skills. Responsibilities include training staff, monitoring performance, and improving customer satisfaction. This is a full-time position based in Pasig.

Qualifications

• Supervisory experience in a BPO customer service environment.
• Strong understanding of non-voice communication channels.
• Excellent verbal and written communication skills.
• Excellent verbal and written communication skills.
• Proficient in using customer service software and tools.

Responsibilities

• Supervise and guide a team of customer service representatives.
• Monitor and evaluate team performance for quality service.
• Train and develop team members for improved performance.
• Train and develop team members for improved performance.
• Create and manage schedules to ensure coverage and meet service levels.
• Analyze performance metrics to identify areas of improvement.
• Develop and implement strategies to enhance customer satisfaction.
• Coordinate with other departments to resolve complex issues.

Skills

Customer Service

Problem Solving

Strong Work Ethic

Team Player

Account Management

Call Centre

Organizational Skills

Education

High School Graduate

Bachelor's Degree or equivalent experience

Tools

Customer service software

Job description

On-site - Pasig 1-3 Yrs Exp High/Senior High School Full-time

Job Description

• Supervise and guide a team of non-voice customer service representatives.
• Monitor and evaluate team performance to ensure quality service.
• Handle escalated customer inquiries and resolve issues promptly.
• Train and develop team members for improved performance.
• Create and manage schedules to ensure coverage and meet service levels.
• Analyze performance metrics to identify areas of improvement.
• Develop and implement strategies to enhance customer satisfaction.
• Coordinate with other departments to resolve complex issues.
• SHS Grad/ Bachelor's degree or equivalent experience in a related field.
• Proven experience in a supervisory/SME role within BPO customer service.
• Strong understanding of non-voice communication channels.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks and prioritize effectively.
• Strong problem-solving skills and attention to detail.
• Proficient in using customer service software and tools.
• Key skills: Customer Service, Problem Solving, Strong Work Ethic, Team Player, Account Management, Call Centre, Organizational Skills.

Working Location

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