Primary Duties and Responsibilities:

• Responsible for overseeing the day-to-day operations, floor management, team building, operational management, agent staffing/scheduling, and reporting.
• Manages assigned agents to meet performance, quality, end-user satisfaction, and productivity goals by providing guidance, support, and education according to company processes
• Coaches and counsel agents on their performance and offers sound recommendations to improve results and standard KPI’s
• Conducts regular performance management to improve challenged members of the team
• Consistently analyzes agent performance and develops action plans to bridge gaps
• Functions as an entity for contact escalations
• Ensures adherence to company and client-set policies, procedures, standards, and guidelines
• Executes disciplinary action as necessary

• At least 2 years of experience as a Team Lead in the BPO industry
• Willing to work onsite in Paragon Plaza, Mandaluyong
• Can start ASAP
• Can work shifting schedules and weekends/overtime if needed
• Functional knowledge of contact center KPI’s measuring customer satisfaction, staff productivity, and efficiency, sales
• Possesses high levels of interpersonal skills, having the ability to work with people from diverse backgrounds
• Exceptional spoken and written communication skills with internal and external audiences;
• Highly competitive but must be a team player;
• Strong Analytical Skills; very detail-oriented;
• Excellent problem-solving and decision-making skills;
• Highly creative, must be able to think outside the box;
• Demonstrated a sense of urgency and ability to work in a fast-paced, deadline-oriented environment;
• The ability to manage multiple priorities simultaneously;
• MS Office skills including Microsoft Excel, Outlook, and Word