Team leader, Operations - Naga Site
Bell-MTS
Naga City, Camarines Sur, PH
5d ago

Do you have what it takes to become one of Q’s esteemed Team Leaders?

Quantrics’ TLs are accountable for the performance of a team of call center agents to deliver superior customer service to our customer through consistent coaching and mutual responsibilities between your agents.

As a plus, you will lead and develop your team to exceed departmental goals with speed and efficiency. How cool is that?!

TLs also get a chance to grow as they are also task to create development plans in line with requirements of the Operations Department.

You will be doing : data analysis, implementation of staffing, training, technical and / or sales related skills and behaviors, scheduling and supporting reward / recognition programs, to name a few of the challenging and rad things you will be in charge of.

Lastly, TLs will create plans to successfully coach their individual team members to achieve success across all key performance metrics and AHT.

You will have the pleasure of regularly partnering with the Workforce team and Head office teams (i.e. : Finance, HR) to manage the overall performance of your agents!

The TL’s day-to day responsibilities and duties

  • Live and breathe the Quantrics CREED (collaborative, respectful, effective, empowered, dedicated)
  • Gather and analyze data in order to set priorities and goals for the team
  • Develop and execute plans to swiftly guide team members to performance success using a 90day glide path to success model
  • Liaise with all support teams when / as required in order to ensure smooth transactions for employees and customers
  • Responsible for consistently upholding company and departmental guidelines, policies and procedures
  • Plan and supervise the daily activities of your team
  • Comfortable with the Team Leader Buddy System mantra of supporting any / all Agents at any time
  • Coaching, coaching and more coaching with a goal of exceeding targets
  • Develop individuals for future development and career growth with a goal of having team members retire from Quantrics
  • Aim for a highly reliable team. Foster and encourage team members to arrive each day, on time, ready to Resolve, Sell, Save, Learn and Shine (Frontline 5)
  • Resolve customer escalations or coaching opportunities provided by peers or other departments
  • Interested so far? Then you need to possess these qualities!

  • Willing and able to work flexible hours; evening and weekends or 24X7 as required
  • Leadership experience personal or professional
  • Customer focused
  • Developmental skills for the improvement of individuals / team / department
  • Strong coaching skills with the focus of building a successful team
  • Analytical and able to turn numbers into strategies for performance improvement of individuals / teams
  • Collaborates and works well across multiple teams inside and outside of operations
  • Leads through change with clear communication and support
  • Confident making and owning outcomes of your decisions
  • Self-aware, with confidence to work in an energetic and diverse environment.
  • Strong interpersonal, organizational and time management skills
  • Shining yet professional and courteous personality
  • Proficient in Microsoft office products, specifically Excel and PowerPoint
  • Exceptional written and verbal communication skills are essential
  • Ability to multi-task and thrive in a constantly changing work environment
  • Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported.

    We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

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