Team Leader Contact Center
Lapu Lapu City, PH
6d ago

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The Team Lead is primarily responsible for the day to day operations of the program according to the scope of work and service level requirements.

Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.

This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with the onshore and offshore management.

Responsibilities :

  • Manage the team’s day-to-day operation to ensure that SLA is met
  • Handle escalations on a timely manner
  • Review team performance and provide corrective action plan / s perform 1 : 1 coaching, provide support, motivation and development of staff
  • Assist if applicable in hiring Customer Service Professional
  • Assist in workforce management duties such as schedule and leave management
  • Review, collect, and summarize quality control and business reports
  • Assist in conducting a regular training needs analysis for personal and professional development of the staff
  • Identify opportunities for process improvement recommendations
  • Collaborate with HR with regard to any payroll and disciplinary measure concerns
  • Facilitate meetings to disseminate announcements, discuss policies and calibrate process
  • Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
  • Minimum Skills Requirement to Hire :

  • College or University graduate with at least one year work experience in a call center industry
  • Candidate must have excellent written and verbal communication skills and able to converse effectively using the English language
  • Candidate must demonstrated strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering delightful customer experience).
  • Candidate must able to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
  • Candidate must exhibit good navigation skills. Minimum keyboarding skills of at least 30 words per minute.
  • Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
  • Candidate must demonstrate problem solving skills.
  • Minimum Skills Requirement to Go-live :

    Tools Specific Knowledge :

  • Demonstrated skill in utilizing business telephony and technology, which includes Avaya, Avaya Wall Board, Avaya Desktop, etc.
  • Proficiency in relevant MI business tools : Verint, Salesforce, Mainframe, AWD, Internet Explorer-based applications.
  • Product Specific Knowledge

  • Knowledge of the Investments products and services.
  • Process Specific Knowledge

  • Knowledge of the Manulife Investments Customer Service principles and practices
  • Good understanding of Service Level AgreementAnalytical, research, problem solving, decision-making and conflict resolution skillsExcellent organization and prioritization skills and time management to be able to multitask in a high volume rapidly changing work environmentAct as subject matter expert providing consultation and coaching for team
  • Key Problems / Challenges :

  • Maintaining expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment to support escalated customer inquiries
  • Coaching, training and leading contract and full time staff in a rapidly changing environment, while still delivering the best customer service
  • Maintaining the confidentiality pertaining to staff
  • Scope (Dimensions & Organizational Impact) :

  • Freedom to act within defined guidelines and processes / practices.
  • Has the authority to identify exception situations and coordinating with the advisor / client / internal depts. to customize a workable solution.
  • Assess risk regarding escalated complaints to grant exceptions without Supervisor approval within established parameters.
  • Recommends development opportunities for new staff and support them in their development
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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