Team Lead
IQOR
Iloilo, Philippines
3d ago

Overview : JOIN THE IQOR TEAM

JOIN THE IQOR TEAM

We are one of the largest and most respected providers of business process outsourcing and product support services in the world.

Our team of 40,000 employees, spanning the globe from locations in 19 countries, continues to grow. And as we expand, so does our need for exceptionally talented personnel.

Why iQor?

When you become part of our iQor family, you're not just accepting a job but an invitation to advance your career and build leadership skills for the future.

Beyond financial stability, competitive benefits, and best-in-class training with cutting-edge technology, we offer excellent compensation.

As a true pay-for-performance organization, your career path and compensation are clearly defined by your work productivity and drive to succeed.

Responsibilities :

  • Manage a team of call center agents
  • Provide weekly coaching / feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance
  • Take escalated calls as needed and ensure to answer agent questions / inquiries real-time to resolve customer concerns / issues
  • Ensure that all reports / data related to agent's performance (metrics, pay, etc) are complete and accurate
  • Report / communicate discrepancies on all, but not limited to, performance, report, pay, and the likes related issues of agents and the team
  • Provide uniform / consistent disciplinary actions to all agents on all performance and behavior related concerns
  • Escalate concerns that impact the team's and agent's performance, pay, etc
  • Report any form of performed or attempted fraud, whether performed by anyone involved in the program (agents, coaches, quality lead, etc)
  • Drive compliance on all program initiated action plans, initiatives, incentives, and the likes and ensure that all agents understand, execute, and provide feedback as deemed necessary
  • Observe and inspect adherence to all company rules, regulations, policies, action plans, initiatives, incentives and the likes that impact the company and the client (and its customers)
  • Raise agent and team concerns that impacts performance, pay, etc real time
  • Ensure timely cascade of updates / changes in actions plans, incentives, initiatives, policies, procedures, etc to all agents
  • Coordinate with the management team any event, exceptions, issues, etc as real time as possible that will impact (positively or negatively) or address performance
  • Deliver, at the least, minimum performance requirements set by the company and / or the client
  • Continuously improve team performance on all key performance indicators both on a weekly and monthly basis set by the company and the client
  • Identify performance gaps both on an agent and team level that impacts the agent's and team's performance
  • Initiate action plans, initiatives, incentives, etc to improve agent and team performance
  • Provide consistent weekly and monthly performance discussions with all agents
  • Partner with direct supervisor in removing hurdles in delivering minimum performance requirements on a weekly and monthly basis
  • Collaborate with peers, agents, and direct supervisor on how to improve team and program performance
  • Provide input / insight to the team on how to improve performance through process improvements, action plans review, etc
  • Share best practices to all teams
  • Requirements :

  • Bachelor's degree preferred or at the least a 2-year college degree
  • Prefer 1-2 years supervisory experience in a Customer Service environment under a Telecommunications program
  • Excellent oral and written communication skills
  • Strong analytical and problem solving skills
  • Excellent organizational and time management skills in a fast paced environment
  • Ability to develop and motivate staff
  • Self-motivated and self-starter
  • Very proficient in multi-tasking
  • Apply
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