An exciting opportunity awaits an experienced Team Leader Customer Support for an Australian corporation with its business operations in the Philippines.
Your new company
Outstaffer.com provides dedicated remote staff and offshore staffing services to Small and Medium Enterprises in Australia.
We specialize in providing high-quality staff in customer support, back-office and digital marketing who securely work for our Australian clients from our best in class office facilities in the Philippines.
Your new role
This is a home-based role
Responsible for supervising the CS team in their day to day task.
Also responsible in handling customers’ inquiries and complaints.
Accountable in making sure the acceptable overall client’s service level is met.
Responsible in ensuring sales are being met for Inbound and Outbound Sales
To achieve the objectives of this role, the incumbent is dependent on the following relationships :
Internal : This position has contact with Customer Service team and Outbound Consumer Sales
External : Customers, 3rd party vendors, Head Office
Your key responsibilities include
Manage inbound customer service team in their day to day tasks
Monitor sales performance of the Inbound team to perform upsell and outbound sales.
Ensure break schedules of agents are being followed.
Communicate account updates
Set monthly targets depending on past months performance
Monitor Team Performance
Coach and provide action plan to ensure team members’ individual and team’s overall targets are met
Conduct call monitoring to ensure call quality guidelines are being followed
Schedule QA calibration to ensure everyone is aligned with the call process.
Serve DPF and CAF to offenders
Handle possible TIO (supervisory calls) and TIO complaints
Manage and offer alternative solutions to cancellation request
Conduct weekly shift bidding and create schedule depending on the account’s per interval FTE requirements
Schedule team building and sessions outside office to nurture team camaraderie
Track, analyse and report metrics on customer service SLA and team Sales performance to the Operations Manager
Regularly analyse information on performance and client satisfaction data, and develop and implement service improvements plans as appropriate
Continually review the customers end to end processes for Consumer to improve their efficiency and effectiveness
May perform other special duties or assignments as requested or required by the Operations Manager and Head Office team.
What you'll need to succeed
To be successful for this position, you should have an experience working in a BPO / remote staffing setup, you will also ideally have :
Bachelor’s / College Degree in Business Management Business Administration, Operations Management or equivalent
3 to 5 years of experience in operations in a supervisory capacity
In-depth knowledge and experience working in BPO / Remote staffing environment
Project Management experience
Must have a background in a Australian Telco account
Skills and Qualities
Ability to build strong relationships with leadership in a remote work environment.
Has the ability to operate independently.
Strong Interpersonal and Analytical Skills
Excellent decision-making skills
Good communication skills, written / oral
High stress tolerance
Business Awareness and Commercial Focus
What you'll get in return
This role offers a dynamic environment where you will be challenged to draw upon your enthusiasm. You will join a working environment that values culture and staff engagement and will enjoy both operational and strategic projects.
You will receive an attractive salary package, benefits and opportunities for advancements.