TL | Team Lead (CSR Campaign) - BGC, Taguig

??Responsibilities:
Meets or exceeds all targeted sales service levels by supporting and developing agents, monitoring and communicating the appropriate metrics, and implementing targeted process improvements
Monitors and evaluates tech support metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation
Monitors calls to ensure positive customer experience
Takes actions necessary to empower agents to ensure ownership for customer experience and ensure immediate issue resolution
Advises agents on technical resolutions options
Handles technical escalations
Conducts formal employee performance reviews, establish development plans and as appropriate, initiate promotions, pay adjustments, disciplinary actions, and terminations
Ensures proper training of agents for all new and existing products, tools, offerings and processes, leveraging available internal resources
Develops all agents through skills assessment, call monitoring, coaching, feedback, and role modeling, both for current position and future career
Perform related work as required
??Requirements:
Must possess at least a Bachelor's / College Degree in any field
With at least 2 years of experience as a Team Lead in the BPO industry under a Customer Service Campaign
Leadership and team building skills
People management and development skills
Basic project management skills
General understanding of business and business needs
Excellent interpersonal and communication skills
General knowledge of product lines, technical knowledge (Windows-based software and hardware)
Excellent customer service skills
Good - Excellent English communication and listening skills
Willing to work in the night shift or rotating schedule
??If you are ready to be a part of our Account, contact us through the following options: