Education : Bachelors Degree
Experience : 1 - 5 Years
Skills : SKILLS & COMPETENCIES REQUIRED :
Knowledge of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service.
People management skills for daily coaching - mentoring - and technical assistance.
Ability to lead day to day operations and to foster a positive & open work environment.
Ability to deliver feedback to agents and coaching them to address performance gaps.
Must possess excellent problem solving and analytical skills
At least 1-2 years Supervisory Experience
Leadership experience with "people first" approach
Excellent coaching and mentoring skill
Strong business accumen and organizational skills, coupled with strong understanding of call centre service level metrics
Experience in stakeholder management
Excellent communication skills
BPO experience is an advantage
WHAT WE HAVE TO OFFER
TeleTech offers opportunities for career advancement, personal development and experiences meant to enhance the quality of your professional life
Competitive compensation package including regular performance bonuses
Medical and dental coverage plus life insurance options
Immerse in personal development programs and continued skill enhancement through online and proprietary training curriculums
Engage with your colleagues and build friendships through exciting promotions, events and activities
Description : for Telstra l Teletech
Opportunity has arrived
Are you the type of individual who everyone turns to take care of their technical needs* Do your friends and family rely on your expertise* If so, then consider a career with us.
We are on the verge of transforming the way we do business. We need tech gadget gurus like you to lead the way.
Your role as Team Leader is to oversee the overall performance of a dynamic team to ensure consistency and efficiency in operations.
You will provide consistent coaching, mentoring and performance feedback with direct team members to ensure the successful resolution, as well as to achieve high levels of customer satisfaction.
You will serve as the point of contact for team members to answer questions or take suggestions to higher management then pass on information as to resolutions and decisions on critical matters.
You will manage administrative matters and provide appropriate communications.
DUTIES & RESPONSIBILITIES :
You will coach, lead and develop your team to provide the right solutions for our customers whilst delivering a great customer experience.
You will drive a culture where achieving customer advocacy is central to everything we do.
As a leader you will harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work.
You will also address people related processes and manage the talent and development programs effectively.
You will oversee the overall performance of a team of CSR and accountable for leading a high level of customer sati
You will manage staffing levels to balance workflow and meet demand
addressing time & attendance issues to ensure schedule adherence
and maintaining administrative details of employment : such as payroll, appraisals & disciplinary actions.
You will need to monitor & maintain efficiency and excellence in call transactions. On a rotational basis, you will regularly conduct remote or side-
by-side monitoring of agent performance. It is your role to identify the areas of opportunity for agent development.