Team Leader - Internal

Datamatics CMS PH; Pasig; Vor Ort; PHP 502.000 - 837.000; Vollzeit

Zusammenfassung

Datamatics CMS PH is seeking a Team Leader to manage a team of ambassadors focused on delivering excellent customer experience, driving upsell, and retaining customers. The role emphasizes coaching, real-time feedback, and handling escalations to maintain high service levels.

Qualified candidates have at least 2 years in BPO and a strong background in customer services, sales, and retention. The position requires strong leadership and the ability to coordinate schedules and performance reporting.

Qualifikationen

• 2+ years in BPO
• Strong background in Customer Services, Sales and Retention/Winback

Aufgaben

• Provide coaching and real-time feedback to ambassadors to improve performance.
• Manage customer and client escalations and ensure timely resolutions.
• Prepare daily, weekly and monthly team performance reports.
• Monitor calls and identify training opportunities for continuous coaching.
• Contribute to development and update of training content.
• Coordinate work and vacation schedules for team members.

Kenntnisse

Coaching

Customer service

Upselling

Team leadership

Jobbeschreibung

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

• Transfers client-specific knowledge to ambassadors to ensure high quality service, increase in upsell, and retention rate
• Works closely with managers, client SMEs and ambassadors to assess opportunities, generate action plans, and meet targets set by the clients
• Provides daily, weekly and monthly team performance reports
• Monitors calls and identifies improvement opportunities as topics for continuous and consistent training and coaching sessions
• Participates in the development, implementation, and update of training content
• Ability to logically assess difficult situations in a timely manner and provide solutions while prioritizing employee, client and customer satisfaction
• Creates departmental correspondence and reports and responds to customers through verbal and written communications
• Coordinates work and vacation schedules of team members

Qualifications

• At least 2 years in BPO
• Strong background in Customer Services, Sales and Retention/Winback