Job Description

Job Title: TEAM LEADER

Reports to: Manager

Location: Clark

The TEAM LEADER is responsible for managing a team of ambassadors whose focus is to provide great customer experience, upsell customers for them to get the best value for their money, and retain customers in the organization.

Responsibilities include but are not limited to: Improve ambassadors performance by providing coaching, real-time feedback and facilitating developmental activities. He or she will also be accountable for customer and client escalations, agent productivity and is expected to be the main subject matter expert to his team.

Primary Responsibilities:

• Handle daily operations
• Conduct feedback and coaching
• Monitor SLA and ensuring we are meeting them
• Motivate employees to perform better
• Evaluate teams performance
• Promote process improvement
• Conduct team meetings and join client meetings/MBR.
• Handle escalations
• Help/Initiate with facilitating training sessions
• Organize shift and break schedules
• Set team goals

Qualifications:

• Must have more than 2 years of CSR or related experiences
• Knowledgeable in Windows 10 OS, Office 365, Exchange Administration, Active Directory, Intune, computer hardware, etc.
• Experience in creating reports for business review
• Showcase good interpersonal skills.
• Ability to work under pressure.
• Must have good leadership skills to carry people along.
• Must have good judgment in handling serious customer problems.
• Must be flexible with attendance