As a Team Leader, your role is vital in keeping our customers happy and contributing to our organizations 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
Manage team performance and responsible for the overall development of the team through weekly coaching and monthly performance review
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
Motivate staff to meet and / or exceed productivity target without affecting the high quality of delivery
Provide timely constructive feedback to all staff regarding their performance; acknowledge strengths and identify areas of opportunities
Maintain teams growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths and addressing areas of opportunities
Create Initiatives for the team to drive better performance
Ensure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence
Creates daily, weekly, monthly reports to senior leadership and clients
Ensure strict team compliance with policies and procedures
Ensure efficient processes through a continuous improvement mindset and make data-driven improvement recommendations to the business regarding operations strategy
Evaluate service delivery processes on an on-going basis to identify, develop, and implement improvement plans to drive productivity and quality of service delivery
Develop and maintain and expert-level of product knowledge
Implement efficient workforce capacity planning through effective use of reporting tools and skilful forecasting resourcing requirements in line with business growth projections
Provide regular one-on-one coaching and feedback to members to manage performance and support on-going development
Mentor and identify on-going training needs of all team members
A BIT ABOUT YOU
Articulate and possess Customer Empathy.
Experienced and knowledge of on-boarding agents, willingness to train and mentor staff.
Strong management and reporting skills
Identify and implement program improvement initiatives.
Possess Business Knowledge Customer Service, Collections, Technology and Analytics.
Must have at least 2 + years experience working with customers.
Digitally adept and AI awareness.
Fluent in written and verbal English.
Minimum of 12+ months working in a call center (1 year TL experience)
College degree preferred but not required
Possess leadership skills and model the right behavior that is conducive to business growth / profitability, teamwork, and a positive workplace environment.
Willingness to work US based hours and weekends
rapid changes in priorities
WHAT SUCCESS LOOKS LIKE
Outstanding team management and development of team members.
Excellent feedback from stakeholders.
WHAT WE VALUE
Were proud of our diverse global team, all working in a collaborative environment and happy to share these common values :
Ambition : Voice and measure your goals.
Collaboration : Brilliant jerks can be brilliant elsewhere.
Impact : Do, get it done, create impact.
Judgement : Make wise judgement calls, putting the team and business at heart.
Leadership : Continuous improvement starts with independent action.
Leverage : Do more with less, master the art of leverage.
Passion : Be positive, bring passion and energy.
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
Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.