Team Lead, Customer Care – Sales or telemarketing experience

Onity Mortgage Corporation – Philippine Branch; Pasay; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Onity Mortgage Corporation – Philippine Branch seeks a Team Leader to oversee a sales/telemarketing team, drive performance, and improve customer service processes.

You will analyze reports, identify process bottlenecks, and implement action plans to meet departmental goals while maintaining high standards of communication and staff education.

Formación

• Strong background in sales or telemarketing.
• Strong expertise in Lean Management.
• Graduate of Bachelor’s Degree.
• Minimum of 3 years experience leading a team with strong track record of meeting or exceeding performance goals.
• Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines.
• Must be an efficient communicator and problem solver with excellent written and verbal communication skills.
• Proficient with Microsoft Applications and have the ability to learn software applications.

Responsabilidades

• Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals.
• Successfully handle customer escalations and complaints.
• Analyze daily, weekly and monthly reporting trends that relate to Customer Service.
• Identify process breakdowns and recommend suggested resolutions.
• Ability to prioritize assigned task.
• Ability to communicate/educate staff with policies and procedures.
• Achieve and/or Exceed Productivity/Quality Goal set by Department.
• Manage and Execute action plans set forth to help achieve/exceed Departmental Goals.
• Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals.
• Complete ad-hoc projects when necessary.
• Improve employee satisfaction and reduce attrition.
• Supply timely report to direct reports.

Conocimientos

Sales/Telemarketing

Leadership

Communication

Problem solving

Microsoft Office

Educación

Bachelor’s Degree

Herramientas

Microsoft Office

Descripción del empleo

JOB FUNCTION AND RESPONSIBILITIES:

• Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals

• Successfully handle customer escalations and complaints

• Analyze daily, weekly and monthly reporting trends that relate to Customer Service

• Identify process breakdowns and recommend suggested resolutions

• Ability to prioritize assigned task

• Ability to communicate/educate staff with policies and procedures

• Achieve and/or Exceed Productivity/Quality Goal set by Department

• Manage and Execute action plans set forth to help achieve/exceed Departmental Goals

• Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals

• Complete ad-hoc projects when necessary

• Improve employee satisfaction and reduce attrition

• Supply timely report to direct reports

QUALIFICATION:

• Strong background in sales or telemarketing

• Strong expertisein Lean Management

• Graduate of Bachelor’s Degree

• Minimum of 3 years experience leading a team with strong track record of meeting or exceeding performance goals

• Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines

• Must be and an efficient communicator and problem solver with excellent written and verbal communication skills

• Proficient with Microsoft Application and have the ability to learn software applications.