11/F Bonifacio One Technology Tower, BGC, Taguig
> 2 yr
Explore exciting opportunities and be part of our #support and #leadership team in Manlia!
Position Purpose: The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client. Job Requirements: • Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to • Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly • Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans • Resolve customer escalations • Responsible for communication between contact center management, client and associate • Participate in associate selection and interviewing process • Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations Qualifications: • At least 1 year experience handling/leading an Australian account as Team Lead • Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience • Previous call center experience preferred • Prior supervisory or leadership experience preferred • Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook • Excellent oral and written communication skills • Strong organizational and interpersonal skills • Schedule flexibility • Analytical and problem-solving skills • Strong ability to multitask • Ability to function in a fast paced environment • Dependability regarding completion of assignments and attendance • Ability to pass a drug screen and background check