Operations Team Lead: Service Excellence & Coaching

EXL Service Philippines, Inc.; Quezon City; Presencial; PHP 500.000 - 900.000; Jornada completa

Descripción de la vacante

EXL Service Philippines, Inc. is seeking a capable team leader to manage groups and ensure Service Level and quality targets are met within a dynamic contact center.

You will collaborate with the client’s Partnering Performance team to relentlessly deliver solutions that support evolving customer needs and drive an exceptional customer service culture. You will monitor transactions, take corrective steps, coach and develop staff, and contribute inputs on processes and systems.

Formación

• Experience leading teams in a service/solutions environment is preferred.
• Strong communication skills and ability to coach staff to meet targets.
• Proficiency with MS Office and reporting tools; attention to detail is essential.

Responsabilidades

• Manage teams and ensure Service Level and quality targets are met.
• Collaborate with client’s Partnering Performance team to deliver solutions for evolving customer needs and exceptional service culture.
• Monitor transactions and implement corrective steps or incremental improvements.

Conocimientos

Team management

Coaching and feedback

Communication

MS Office

Insurance knowledge

Planning

Time management

Reporting

Customer service

Attention to detail

Herramientas

MS Excel

PowerPoint

Outlook

Word

Descripción del empleo

EXL Service Philippines, Inc. is seeking a capable team leader to manage groups and ensure Service Level and quality targets are met within a dynamic contact center.

You will collaborate with the client’s Partnering Performance team to relentlessly deliver solutions that support evolving customer needs and drive an exceptional customer service culture. You will monitor transactions, take corrective steps, coach and develop staff, and contribute inputs on processes and systems.