Team Leader (w/ Sign-on Bonus!)

BEAWESOME, INC.; Davao City; On-site; PHP 550,000 - 900,000; Full time

Job summary

BEAWESOME, INC. in Davao City is seeking a Team Leader for Awesome CX by Transcom to guide a busy customer support team.

You will oversee day-to-day planning, operations, and performance to meet service levels and client targets, while delivering superior customer experiences. You’ll participate in hiring, training, and coaching, report team results to management, and foster an open, collaborative environment.

Qualifications

• Prior experience as a Team Leader handled E-commerce account is required.
• Ability to manage a team and provide coaching and trainings in order to improve team performance.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Flexibility to quickly shift between tasks and roles based on operational needs.
• Ability to manage and prioritize multiple tasks.

Responsibilities

• Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance & punctuality) of team members.
• Monitor team members’ participation to ensure the training they are provided is being put into use, and to see if any additional training is needed.
• Train new employees in company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients.
• Coordinate with HR Department in relation to team members’ leave application forms, incident reports, coaching logs, overtime trackers, and other internal documentation.
• Communicate about the company's account goals, policies, safety practices and deadlines to the team.
• Create an inspiring team environment with an open communication culture.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Perform other tasks that will be assigned to, from time to time.

Skills

Team Leadership

Coaching

Communication

Time Management

Job description

Team Leader for Awesome CX by Transcom- Davao

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Team Leader for our Awesome CX by Transcom Davao site. This role focuses on managing and leading a team of employees. Leading the day–to-day planning, operation and problem-solving of a team to meet with the required service level components, standards, and client targets. Offer creative solutions to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents. Provides help to management, including hiring and training, and keeps management/client updated on team performance.

Join our Awesome CX by Transcom Family as a Team Leader

• Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance & punctuality) of team members

• Monitor team members, participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed

• Train new employees in company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients

• Coordinate with HR Department in relation to team members’ leave application forms, incident reports, coaching logs, overtime trackers, and other internal documentation

• Communicate about the company's account goals, policies, safety practices and deadlines to the team

• Create an inspiring team environment with an open communication culture

• Listen to team members’ feedback and resolve any issues or conflicts

• Perform other tasks that will be assigned to, from time to time

What we are looking for:

To be successful in this role you must…

• Prior experience as a Team Leader handled E-commerce account is required

• Ability to manage a team and provide coaching and trainings in order to improve team performance

• Strong attention to detail

• Excellent verbal and written communication skills

• Flexibility to quickly shift between tasks and roles based on operational needs

• Ability to manage and prioritize multiple tasks

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Putting green

• Waterfalls

• Cafes

• Collaborative Workspaces

Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!