The Hird Corp. Team Lead | BOP Airline account

₱30-40K[Monthly]

On-site - CebuFull-time3-5 Yrs ExpBachelor

English LanguageCustomer ServiceSchedulingteam lead

Responsible for managing team of associates
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs
Motivating associates through effective management, career development and implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support.
One on One Relationship management
Analysis of reports including process dashboards and team performance reports.
Initiate appropriate action plans and trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
Mentor and assist new hires
Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

Team Leadership experience of at least 3 years in a BPO setup
Preferably has handled travel/airline account (a plus); can get telco account, helpdesk, or any other complex pure voice account.
Good to Excellent Communication skills