Job Description

Qualifications

Job Requirements:

• Diploma or Bachelor’s Degree holder is preferable.
• Possess minimum 2 year team lead/supervisory working experience in BPO/Call Center An assertive, well-organized self-starter with demonstrated supervisory experience in managing operations.
• A detail-oriented person with excellent written and verbal communication skills in English language.
• Must know how to use excel file for reporting.
• Demonstrate behaviors that support high quality standards.
• Recognize trends and escalate information as appropriate.
• Proven track record of success to motive agents and exceed performance metrics.
• Present information effectively and persuasively across various communication channels.
• Problem solving to gather and analyze information and uses it to develop effective solutions.
• Tolerate stressful situations well.
• Able to work on 24/7 rotational shift.

Responsibilities

Job Responsibilities:

• Oversee and supervise a team of agents, monitor agent attendance, performance and productivity.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct agent observation and provide feedback.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Assist in developing and streamlining procedures.
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.
• Provide quality service to both internal and external customers – on and off-line.
• Assist agents with customer interaction on situations requiring special handling.
• Ensure open flow of communication between agents, supervisors and management.
• Prepare and ensure accuracy of reports.
• Assure service level standards are met.
• Perform other duties as assigned.