CONTACT CENTER TEAM LEADER (CEBU 2020)

Manulife

Lapu Lapu City, PH

1d ago

Job Description

Join our CONTACT CENTER Team in Mactan Newtown now!

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Contact Center Leaders with the right resources to support our team of customer service representatives as they create and maintain positive experience for our clients and customers for the future of our business, which is why we need you.

Manulife Contact Center is looking for individuals genuinely excited to lead our workforce! They will engage and connect with customer service representatives and co-leads across the United States and Canada to provide product and services information and help resolve emerging concerns.

Minimum Skills to hire :

College or University graduate with at least one year work experience as a team leader in a call center industry

Excellent written and verbal communication skills and able to converse effectively using the English language

Strong leadership skills (ability to build rapport, demonstrate empathy, properly direct and influence his / her team to collectively achieve the goals)

Strong analytical and problem solving skills to comprehend, solution and act on presented customer / team member concern or problem

Good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.

Ability to multi-task and navigate multiple applications at the same time.

Amenability to work in Mactan Newtown, Lapu-lapu City

Amenability to work at night full-time, shifting schedules, Philippine holidays

Nice to Haves :

Call Center experience focus in customer service and health care

Exposure to Shared Services or Financial Services environment / industry

On the job you will :

Lead a team of Customer Service Representatives towards achievement of daily, weekly, monthly operational goals

Manage day-to-day operations to ensure that SLA and Team KPI's are met

Regularly coach team members with their opportunities in the job

Support team members in achieving their individual career goals and aspirations

Assist in conducting a regular training needs analysis for personal and professional development of team members

identify opportunities for process improvement and provide recommendations

Facilitate meetings to align team members on the latest process updates and company policies

Handle case escalations on a timely manner

Collaborate with HR with regard to any payroll and disciplinary measure concerns

Assist in workforce management duties such as schedule and leave management

Review, collect, and summarize quality control and business reports

Our commitment to you

Our mission; to be a part of making Decisions Easier and Lives Better

A leadership team dedicated to your growth and success

A bold ambition and set of goals to be a leader in driving transformation in our industry

Our best. Every day.

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