Team Leader - Taguig (financial account)

TASQ Staffing Solutions; Taguig; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

HMO for Employee & 2 Dependents (Day 1

Quarterly performance bonus

24 Leaves Annually

Job summary

TASQ Staffing Solutions is seeking a Team Leader for our financial account based in Taguig. The role focuses on supervising CSR associates, driving day-to-day performance, and mentoring the team to deliver high-quality customer care.

The ideal candidate will have 4+ years of BPO customer service experience, a bachelor's degree, and proven ability to manage voice/inbound teams. On-site work in Taguig with shifts and immediate joining is required.

Qualifications

• Minimum 4 years in customer service within BPO/BPM.
• Excellent communication and people interaction skills.
• Ability to coach, mentor, motivate and lead teams.

Responsibilities

• Manage CSR teams on day-to-day delivery and performance.
• Motivate, mentor, coach and groom team members.
• Own customer escalations and ensure timely resolution.
• Ensure compliance with processes and knowledge management.
• Handle client and internal governance and communications.
• Coordinate with operations for resources like training and support.
• Conduct quality assessments and identify performance improvement trends.
• Ensure team targets and knowledge of process updates.
• Identify and implement process improvements and lean ideas.

Skills

Customer care operations

Team management

Coaching & mentoring

Verbal & written communication

Decision making & analytical

Problem solving & knowledge bases

Education

Bachelor's degree (any field)

Job description

Team Leader - Taguig (financial account)

About the job Team Leader - Taguig (financial account)

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

Summary/Description:

• Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Key requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Bachelors degree in any course
• A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
• Willingness to work in rotational shifts
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (TAGUIG).
• Able to start ASAP

Job Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the teams requirements
• Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects