Team Leader (Mandarin or Vietnamese Speaker)
Career Connect
Taguig, 00, ph
4d ago

Job Information

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

Job Description

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.
  • Requirements :

  • 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
  • The Perks

  • Learning and Development Opportunities
  • Career Advancement Opportunities
  • Healthcare Benefits
  • Group Life Insurance
  • Tenure Based Benefits
  • Profit Sharing
  • Annual Performance Appraisal
  • Retirement Benefits
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