Customer Support Team Leader - Work From Home
Metro Manila, Metro Manila, Philippines
1d ago

An exciting opportunity awaits an experienced Team Leader Customer Support for an Australian corporation with its business operations in the Philippines.

Your new company 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

Objectives :

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.

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