Team Lead (Call Center)
Concert 8 Solutions Philippines Inc.
Makati, Philippines
4d ago
source : Bossjob

Summary : Responsible for providing directions, instructions, guidance, and continually improving the overall performance for the operations and to maximize productivity and quality customer care.

You will serve as a lead for all technical skills and front-line supervisory leadership. Your position will assess developmental needs and ensure correct procedures are followed and drive training initiatives and actively searches, creatively designs and implements effective methods to educate, improve technical capabilities and recognize performance.

Duties and Responsibilities :

  • Evaluating Performance by monitoring, coaching and completing scorecards on a monthly basis.
  • Manage flow of day to day operations by : o Develop a strategy for the team to use to reach goal. o Ensure correct procedures are followed.
  • o Routinely give clear directions staff on what to do and how to improve. o Offer advice, step in or authorize a special adjustment when an employee needs help with a customer concern.

    o Leads, directs, and monitors staff activities to ensure that prompt, courteous, and accurate service is provided to our customers.

    o Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.

  • Schedule contractors to ensure adequate coverage.
  • Encourage contractors to take their positions seriously and work hard to build a loyal customer base.
  • Set goals for them to achieve as a way to spur performance and to measure effectiveness
  • Get these new team members up to speed on duties and expectations.
  • Own organizational communications to ensure employees have knowledge of updated processes and resources.
  • Evaluate training efficiency and recommend additional trainings or refreshers.
  • May occasionally handle new hire training and ongoing training .
  • Handles outbound and inbound requests or inquiries via calls, emails or fax from airline and rail lodging clients and vendors.
  • Obtains and evaluates all relevant data to handle complaints and inquiries.
  • Identifies, researches, and resolves customer issues.
  • Completes call logs and reports.
  • Recommends and implements new and improved procedures to enhance and expedite work.
  • Create reports to update the operations manager on the team’s progress
  • Distribute reports to the appropriate personnel
  • Assists the Reservation Manager with special projects as needed.
  • Participates in departmental and team meetings.
  • Other duties as assigned.
  • Excellent communication skills both verbal and written
  • Strong PC skills with a typing speed of at least 30 wpm and strong Internet navigation skills
  • Demonstrate the ability to learn and navigate multiple PC and web based applications
  • Proven ability to provide excellent customer service
  • Ability to work in an environment with client driven volumes and activities
  • Ability to work in a high volume, high pressure, deadline-oriented environment
  • Ability to work independently and lead the team
  • Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar
  • Strong listening, problem solving, and multi-tasking skills
  • Consistent in attendance and stable work history
  • Previous crew scheduling, airline hotel, and / or customer service experience is a plus
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