Team Leader

Alta Resources; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Alta Resources is seeking a Team Leader to supervise Customer Care Representatives, drive performance metrics, and ensure quality service for clients and their customers. You will manage scheduling, training, escalations, coaching, and reporting to support client initiatives.

The ideal candidate has a bachelor’s degree, at least two years in call center or sales leadership, strong English communication, and proficiency with MS Office.

Qualifications

• Bachelor’s degree required.
• At least two years of call center, customer service, or sales experience.
• At least two years of leadership experience required.

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 objectives and provide Alta Resources updates.
• Monitors Customer Care Representatives’ calls to observe demeanor, accuracy, and conformity to quality standards and policies.
• Recommends corrective action to address consumer issues and provide coaching and development to employees.
• Prepares work schedules, attendance tracking, and maintains employee records including time sheets and PTO; reviews monthly incentives.
• Conducts performance reviews and recruits new employees; trains new staff within the department.
• Manages staffing levels, assigns duties, and ensures work meets client expectations.

Skills

Leadership

Coaching

Customer Care

English Proficiency

Education

Bachelor's Degree

Tools

MS Office

Job description

Summary

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. This leader will manage and/or assist in interviewing, scheduling, training, customer/employee escalations, metrics, data analysis, reports, special projects, conference calls/meetings, and launch of client initiatives

Essential Duties & Responsibility

• 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.
• Monitor 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, monitor's PTO, I3, reports 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.
• Reviews consumer issue correspondence, notes any suggestions, and assigns issue to appropriate area for action, and takes follow up action as necessary.
• Confers with managerial personnel to recommend changes and update processes in order to avoid recurring customer issues and escalations. Handles customer contact escalations either by phone or email, or both, and recommends policy changes to improve customer experience.
• Assists with client interaction, business development, special projects and additional tasks for Client and Program Director
• Completes other tasks as may be assigned by the Operations Manager and/or Program Director.

Qualifications

Education: Bachelor’s Degree required.

Work Experience:At least two years of call center, customer service, or sales related experience required. At least two years of previous leadership experience required.

Skills: Excellent English written and verbal skills; Strong organizational, time management, and analytical skills

Additional Skills

• English proficiency is required
• Excellent written and verbal communication 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

Work Environment

Alta Resources is an equal employment opportunity employer.