Job Opportunities in Philippines

• Supervise a team of Customer Success Specialists, offering direct mentorship and support.
  
• Responsibilities include monitoring attendance, conducting training and side-by-side sessions, delivering constructive feedback to aid in coaching, and appropriately delegating tasks among team members. Accountability is upheld through KPI-based evaluations.
  
• Developing and implementing KPI (Key Performance Indicators) targets aligned with the team’s tasks and workload and ensuring that these targets are met.
  
• Effective time-management and multi-tasking skills. Has strong analytical and problem-solving skills.
  
• Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
  
• Proactively monitor the team by ensuring they adhere to the process and take appropriate actions to address performance-related issues.
  
• Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledge base).
  
• Exhibit strong written and verbal communication skills, particularly in phone interactions where multitasking and prompt problem-solving are essential.
  
• Provide exemplary customer service, resolving escalations efficiently and ensuring these are completed to satisfaction.
  
• Responsible for day-to-day incident management, service reporting, and non-compliance interventions.
  
• Work with OM in preparing allocation planning and capacity forecasting.
  
• Work with the Operations Manager in creating Prime program initiatives to drive performance.
  
• Accomplish the High-Level responsibilities of the Team Leader.
  
• Act as the default Operations Leader during the absence of the Operations Manager.
  
• First Point of Contact for Client Escalations.
  
• Immediate contact with clients for instructions, clarifications, and issues that need immediate attention.
  
• Ensure compliance with procedures and policy guidelines, encourage and motivate agents in a high-pressure job environment.
  
• Manage shrinkage & attrition for their respective teams as per the process and organizational goals.
  
• Act as liaison for both internal and external groups for program initiatives.
  

• Coordinate with HR and Finance departments regarding concerns such as team members' concerns that are directly impacting the employee, HR and Finance.
  
• Responsible for tracking the team attendance and leave consumption.
  
• Preparation and generation of Daily, Weekly, and Monthly Productivity Reports.
  
• Provide immediate coaching to Associates (first level) for de-escalation.
  
• Facilitate Team Activities and Internal Program initiatives.
  
• Ensure delivery and sign-off memos and policy guidelines to the team.
  
• Immediate in charge of escalation whenever there are IT or any Technical issues.
  
• Other administrative tasks analogous to the above.
  
• Ad-hoc tasks and deliverables as directed by the Senior Team Leader, or Manager.

Requirements

• Proven track record as a Team Leader.
  
• Proven experience in customer service, account management, or client success roles.
  
• Excellent communication skills, both verbal and written, with the ability to engage with clients at all levels of an organization effectively.
  
• Minimum of 3 years of experience within a contact center environment as a Team Leader.
  
• Professional experience within the contact center/BPO industry.
  
• Strong coaching and people-development skills through call listening and audits, quality feedback, etc.
  
• Strong organizational and time management abilities, with a keen attention to detail and the ability to manage multiple priorities simultaneously.
  
• Ability to work independently and collaboratively within a team environment, demonstrating initiative, adaptability, and a customer-centric mindset.
  
• Ability to deal with demanding customers and escalations.
  
• Ability to thrive in a fast-paced environment.
  
• Amenable to work on a shifting schedule (Anytime from 8:00 am to 8:00 pm Eastern Time, or 8:00 pm to 8:00 am Philippine Time).
  
• Must be amenable to work onsite at our office located in Cebu Business Park.

Benefits

1-3 years