Team Leader for Telco
IQOR
Negros Occidental, Philippines
13h ago

Overview :

We are looking for Team Leaders with Telco experience to join our Talisay Center of Excellence.

Responsibilities :

Manage a team of call center agents

Provide weekly coaching / feedback sessions 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 must at least have completed 2 years in College

Preferably with 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

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