As a Team Leader, your role is vital in keeping our customers happy and contributing to our organizationâs growth and success.
As a Shore Solutions Inc. employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security.
You are also responsible for protecting credit card, personal and / or sensitive personal information that you may handle or process during your employment in Shore Solutions Inc.
A SNAPSHOT OF YOUR ROLE
â¢ Manage team performance and responsible for the overall development of the team through weekly coaching and monthly performance review
â¢ Managing people metrics within the team eg. Attrition, absenteeism, sales per day, quality scores, etc. by ensuring proper and constant guidance and development of every team member
â¢ Motivate staff to meet and / or exceed productivity target without affecting the high quality of delivery
â¢ Provide timely constructive feedback to all staff regarding their performance; acknowledge strengths and identify areas of opportunities
â¢ Maintain teamâs growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths and addressing areas of opportunities
â¢ Create Initiatives for the team to drive better performance
â¢ Ensure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence
â¢ Creates daily, weekly, monthly reports to senior leadership and clients
â¢ Ensure strict team compliance with policies and procedures
â¢ Ensure efficient processes through a continuous improvement mindset and make data-driven improvement recommendations to the business regarding operations strategy
â¢ Evaluate service delivery processes on an on-going basis to identify, develop, and implement improvement plans to drive productivity and quality of service delivery
â¢ Develop and maintain and expert-level of product knowledge
â¢ Implement efficient workforce capacity planning through effective use of reporting tools and skilful forecasting resourcing requirements in line with business growth projections
â¢ Provide regular one-on-one coaching and feedback to members to manage performance and support on-going development
â¢ Mentor and identify on-going training needs of all team members
A BIT ABOUT YOU
â¢ Articulate and possess Customer Empathy.
â¢ Experienced and knowledge of on-boarding agents, willingness to train and mentor staff.
â¢ Strong management and reporting skills
â¢ Identify and implement program improvement initiatives.
â¢ Possess Business Knowledge â Customer Service, Collections, Technology and Analytics.
â¢ Must have at least 2 + yearsâ experience working with customers.
â¢ Digitally adept and AI awareness.
â¢ Fluent in written and verbal English.
â¢ Minimum of 12+ months working in a call center (1 year TL experience)
â¢ College degree preferred but not required
â¢ Possess leadership skills and model the right behavior that is conducive to business growth / profitability, teamwork, and a positive workplace environment.
â¢ Willingness to work US based hours and weekends
â¢ rapid changes in priorities
WHAT SUCCESS LOOKS LIKE
â¢ Outstanding team management and development of team members.
â¢ Excellent feedback from stakeholders.
â¢ Achievement of KPIs.
WHAT WE VALUE
Weâre proud of our diverse global team, all working in a collaborative environment and happy to share these common values :
â¢ Ambition : Voice and measure your goals.
â¢ Collaboration : Brilliant jerks can be brilliant elsewhere.
â¢ Impact : Do, get it done, create impact.
â¢ Judgement : Make wise judgement calls, putting the team and business at heart.
â¢ Leadership : Continuous improvement starts with independent action.
â¢ Leverage : Do more with less, master the art of leverage.
â¢ Passion : Be positive, bring passion and energy.
â¢ Transparency : A transparent team can help each with other
Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers :
We are open from Monday to Friday, 8am-4pm.
For faster processing, text : BENTL(space) FULL NAME (space) YES or NO (for BPO experience) send to 09065605043
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