Operations Team Leader

Everise Philippines Ltd.; Molino; On-site; PHP 391,000 - 614,000; Full time

Job summary

Everise Philippines Ltd. is seeking a Team Leader - Operations to supervise a group of customer service associates on-site.

You will coach employees, monitor performance against KPIs, and ensure adherence to Everise standards and client requirements in a fast-paced contact center environment. You will participate in hiring, provide on-the-job training, resolve escalations, and collaborate with management, client teams, and staff to keep operations running smoothly.

Qualifications

• Bachelor's degree or 1 year experience in customer service or sales or equivalent combination of education and experience.
• Previous call center experience preferred.
• Supervisory or leadership experience preferred.
• Proficiency with Windows programs (Word, Excel, PowerPoint, Outlook).
• Excellent oral and written communication skills.
• Strong organizational and interpersonal skills.
• Schedule flexibility.
• Analytical and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Dependability regarding completion of assignments and attendance.

Responsibilities

• Monitor, track and evaluate associate performance based on KPI's and provide feedback to meet Everise standards.
• Be present on the production floor and engage with associates to ensure productive work and proper systems functioning.
• Ensure underperforming associates meet client expectations through action plans.
• Resolve customer escalations.
• Communicate between contact center management, client and associates.
• Participate in associate selection and interviewing.
• Provide on-the-job training or up-training to meet expectations.

Skills

Leadership

Communication

Multitasking

Analytical thinking

Problem solving

Organizational skills

Time management

Attendance reliability

Education

Bachelor's degree in related field

Tools

MS Office (Word, Excel, PowerPoint, Outlook)

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

Position Purpose:

The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader's primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.

Job Requirements:

• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI's) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for communication between contact center management, client and associate
• Participate in associate selection and interviewing process
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations

Qualifications:

• Bachelor's degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
• Previous call center experience preferred
• Prior supervisory or leadership experience preferred
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast paced environment
• Dependability regarding completion of assignments and attendance
• Ability to pass a drug screen and background check

If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world's biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work.

Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.