Team Leader, Operations (eChat)
Quantrics
San Mateo, Riza, PH
21h ago

Job Req ID : 325212

At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great customer experience its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities

We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages.

We also make employee advancement and overall wellbeing a priority because we value our employees above all else.

Team Leader

Are you someone who can handle a group of individuals who has different personalities, professional experience and background?

Do you have good coaching skills to ensure that your team will reach their target and goals?

Are you known as a leader who make sure that your agents are developed and empowered?

You will have an opportunity to :

Manage daily performance of approximately 14 agents in a fast-paced call center whose hours of operation can be in a 24X7 environment, supporting Canadian customers

Monitor, coach, mentor and develop agents with a goal of exceeding performance metrics

Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees; consistently build and maintain positive team moral

Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions

Provides feedback and develops plans to drive individual and team performance

Handle all escalations while enhancing customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information

Ability to use call center data and call observations to identify coaching plans for individuals and team

Supports the completion of on-going training and education for self and team

Communicates effectively and timely through formal team meetings and huddles

You will be a great fit on our team if :

Must possess strong leadership and coaching skills

Has at least 1 year of Team Lead working experience

Ability to drive his / her Team in achieving Hourly / Daily / Weekly and Monthly Targets

Experience as a coach, supervisor or any leadership role in call center is an asset but not required

Telco experience an asset but not required

Proficient in MS Office Applications is an asset, specifically : Excel with the ability to mine necessary data for identifying trends for coaching and other business opportunities

Outstanding written and in-person English communication, interpersonal and presentation abilities

Able to assist in and resolve customer complaints while upholding company guidelines

Previous performance management experience or knowledge is an asset

Strong interpersonal skills and customer relationship management

College graduate or above an asset

Flexibility to work autonomously in a start-up environment, where constant change abounds

Ability to work in a fast paced, continuously evolving environment

Results oriented

Strong multi-tasking, prioritization and time management skills are essential

If this role sounds interesting to you, please click apply. We’d love to hear from you!

Additional Information :

Position Type : Management

Job Status : Regular - Full Time

Position Level : Q21

Application Deadline : 08 / 27 / 2021

Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported.

We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

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