Team Leader

Alta Resources (Philippines) Corporation; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Alta Resources (Philippines) Corporation is seeking a Team Leader to guide a Customer Care team in delivering high-quality service to clients and customers. You will lead a group of representatives, monitor performance, and coach staff to meet client objectives.

The role requires a Bachelor's degree, at least two years in call center or sales, and proven leadership with strong English, organizational, and analytical skills.

Qualifications

• Bachelor's degree is required.
• At least two years of call center, customer service, or sales experience.
• At least two years of leadership experience.
• Excellent English written and verbal skills.
• Strong organizational, time management, and analytical skills.
• Ability to read, analyze, and interpret general business materials.
• Ability to write reports and procedures.
• Ability to present information to groups of managers, clients, customers, and the public.
• Proficient with MS Word, Excel, PowerPoint, Outlook and Internet navigation.

Responsibilities

• Supervises and coordinates activities of Customer Care Representatives to maximize consumer satisfaction, loyalty, performance metrics and quality.
• Conducts and/or participates in team meetings to communicate objectives and provide updates.
• Monitors calls to observe demeanor, accuracy, and adherence to quality standards.
• Recommends corrective action to address customer issues.
• Provides coaching and development to improve performance.
• Prepares schedules, tracks attendance, maintains records, approves time sheets, monitors PTO and incentives.
• Implements performance corrections for attendance and policy infractions.
• Conducts performance reviews and recruits new staff.
• Trains new employees within the department.
• Manages staffing levels and assigns duties to meet client expectations.

Skills

Leadership

English proficiency

Coaching

Time management

Analytical skills

Staffing

Scheduling

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

About the role

The Team Leader will play a pivotal role in achieving Alta Resources' vision and Strategic Mandates by delivering professional, quality, and "best in class service" to our clients and their respected customers using a multi-faceted, leadership style that reflects the culture and philosophies of Alta and our clients. The Team Leader manages activities within the Alta Resources global organization by achieving and exceeding performance metrics, creates and maintains a highly motivated and skilled team, efficiency, and economy of operations.

Key responsibilities

• Supervises and coordinates activities of Customer Care Representatives to maximize consumer satisfaction, customer loyalty, performance metrics and quality

• Conducts and/or participates in team meetings to communicate client's objective and provide Alta Resources updates

• Monitors Customer Care Representative's calls to observe employee's demeanor, technical accuracy, and conformity to company quality standards, policies, and procedures

• Recommends corrective action to address consumer issues

• Provides employees coaching, guidance, and development to improve or advance performance

• Prepares work schedules, updates attendance tracking, upkeeps employee records, approves time sheets, monitors PTO and reports monthly incentive

• Completes performance corrections to address performance, attendance and policy infractions

• Conducts performance reviews of employees under his/her team and recruits new employees

• Helps train all new employees within the department

• Manages/oversees staffing levels, assigns duties, and examines work to meet client expectations

About you

• Bachelor's Degree required

• At least two years of call center, customer service, or sales related experience required

• At least two years of previous leadership experience required

• Excellent English written and verbal skills

• Strong organizational, time management, and analytical skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

• Ability to write reports, business correspondence, and procedure manuals

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation