Team Leader - Internal

Datamatics CMS PH; Angeles; On-site; PHP 502,000 - 837,000; Full time

Job summary

Datamatics CMS PH is seeking a capable Team Leader to manage a group of ambassadors focused on delivering excellent customer experience, upselling for value, and retaining clients.

You will coach, monitor SLAs, lead meetings, and serve as the main SME for the team, ensuring productivity and quality while coordinating training and shift schedules.

Qualifications

• Must have more than 2 years of CSR or related experiences.
• Strong leadership and mentoring abilities.
• Proficient in Microsoft 365 stack and Windows environments.
• Experience creating reports for business reviews.
• Ability to work under pressure and meet SLAs.

Responsibilities

• Handle daily operations
• Conduct feedback and coaching
• Monitor SLA and ensuring we are meeting them
• Motivate employees to perform better
• Evaluate teams performance
• Promote process improvement
• Conduct team meetings and join client meetings/MBR.
• Help/Initiate with facilitating training sessions
• Organize shift and break schedules
• Set team goals

Skills

Leadership

Interpersonal skills

Coaching & feedback

Reporting

Customer service orientation

Tools

Windows 10

Office 365

Exchange Administration

Active Directory

Intune

Computer hardware

Job description

The TEAM LEADER is responsible for managing a team of ambassadors whose focus is to provide great customer experience, upsell customers for them to get the best value for their money, and retain customers in the organization.

Responsibilities include but are not limited to: Improve ambassadors performance by providing coaching, real-time feedback and facilitating developmental activities. He or she will also be accountable for customer and client escalations, agent productivity and is expected to be the main subject matter expert to his team.

Primary Responsibilities:

• Handle daily operations
• Conduct feedback and coaching
• Monitor SLA and ensuring we are meeting them
• Motivate employees to perform better
• Evaluate teams performance
• Promote process improvement
• Conduct team meetings and join client meetings/MBR.
• Help/Initiate with facilitating training sessions
• Organize shift and break schedules
• Set team goals

Qualifications:

• Must have more than 2 years of CSR or related experiences
• Knowledgeable in Windows 10 OS, Office 365, Exchange Administration, Active Directory, Intune, computer hardware, etc.
• Experience in creating reports for business review
• Showcase good interpersonal skills.
• Ability to work under pressure.
• Must have good leadership skills to carry people along.
• Must have good judgment in handling serious customer problems.