Industry Customer Service Work Experience 4-5 years Salary 90,000 to 100,000 City Taguig State / Province National Capital Region (Manila) Zip / Postal Code 1630
We are hiring for a Mandarin or Vietnamese Team Leader to join our Client's operations team. The Team Leader is an integral role in the operations of their Manila office.
A person who is skilled in practical development, experienced in performance management, knowledgeable in different reporting platforms, and have a strong analytical mindset.
Key responsibilities include, but are not limited to :
Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
Conduct business reviews and performance management activities to assist in the agents continuous development.
Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
Assist in queue management using the tools available to them and in coordination with the Global Command Center.
Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
Attend internal and external calibration sessions and other client meetings.
Perform administrative and other similar tasks, as assigned.
Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.
At least 1 year supervisory experience
With experience in healthcare account is an advantage
With excellent verbal communication skills in English and Mandarin or Vietnamese
Strong working knowledge of PC based Internet and software applications
Ability to maintain highly confidential information
Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
Learning and Development Opportunities
Career Advancement Opportunities
Group Life Insurance
Tenure Based Benefits
Annual Performance Appraisal