Team Leader For A Top Australian Chat Process (Remote)

We are looking for an experienced Team Leader to define procedures or standards, and create an inspiring team environment with an open communication culture.

A snapshot of your role -

Attrition and Shrinkage control: Manage and ensure it is controlled and does not exceed the target.
AHT control: Monitor the AHT of the tea ---------- mbers and identify measures to reduce it.
TAT: Ensure that all the tasks which are assigned are completed before or by the due date/time.
Queue Management: Keep a check on the live chat queue and ensure the chats do not go into a queue and are promptly handled if they do.
Quality: Perform daily audits for the tea ---------- mbers as per the target and provide feedback. Manage team quality and quality of their transactions.
Schedule Management: Manage the break schedule for the team based on the volumes. Prepare the roster for the team as per the forecasted volumes and attendance.
Training: Identify training needs (TNI) for the tea ---------- mbers and take measures to fulfil those needs or conduct training yourself whenever possible. Creating awareness about the rules and regulations of the company and ensuring adherence by the tea ---------- ---------- at Backup: Ensure that you are trained in the product and pitch in to take live chats whenever there are queued chats or to provide backup for any reason shrinkage, attrition, etc.
Client Management: Identify and highlight any issues related to the product or the process of the clients. Provide support to the Account Managers in servicing all client tasks and requirements.
Reporting and analysis: Prepare daily/monthly reports and perform analysis to identify areas of improvement and the root cause of any issues.
Team Management: Manage the performance of the tea ---------- mbers and ensure the team performance targets are met. Coaching/Mentoring your tea ---------- mbers and ensuring their goals align with the business goals of the process and company.
Eligibility

Someone with at least two (2) years of relevant Team Leader or Team Manager experience in handling an international chat process.
· Self-motivated with strong work ethics, work on own initiative and be able to handle a high-pressure environment.

· Excellent verbal and written communication skills along with above-average technical know-how.

· Advanced Excel skills.

Job Requirements

Provide quality training and guidance to the chat team.
Conduct performance evaluation and ensure quality service has been provided to consumers.
Monitor team performance to ensure ---------- calation of the issue to the second level of technical support
A willingness to teach, train, and help the team.
Strong people management and leadership skills.
· The skills that will help you excel –

o Self-motivated with a strong work ethic, work on own initiative and be able to handle a high-pressure environment.

o Problem-solving skills and can work with minimum supervision.

Job Specializations: Team Manager, Assistant Operations Manager, Customer Support

Skills Required

International chat expertise
Coaching and feedback
Data analysis
Speaking
Writing
Customer Support

Email Support
Company Overview –

Greechat is one of the largest and most established providers of Live Chat services. We have a team of over 200 professional agents working across a wide range of industries. We holistically manage live chat operations for our clients to deliver them all the benefits of live chat, without the drawn-out conversations.

Greechat focuses on these key areas of talent management: engagement, development, and culture to motivate, develop, and deliver excellence for our clients.

How to apply –

Please send your resume and mention your three ---------- movies with your SKYPE ID to: ---------- and the name of the position in the subject header.

Only applications sent to the mentioned email id will be accepted. Please do NOT apply for this role directly by clicking the 'Apply' button.

Mandate Requirement: The candidate should have a high-speed internet connection and a laptop with high computer specifications.

Thank you and Good Luck!

Job Types: Full-time, Permanent

Pay: Php31,000.00 - Php38,000.00 per month plus incentives up to Php2,800.00 per month, based on performance.

COVID-19 considerations:
Permanent work from home.