Team Leader - Cebu - Foundever

    Foundever
    Foundever Cebu

    13 oras ang nakalipas

    ₱480,000 - ₱900,000 (PHP) bawat taon * Upper Management / Consulting
    Paglalarawan

    Job Description:

    • Leads and drives the team for continuous improvement towards set goals
    • Manage metrics and monitors team performance
    • Responds timely and accurately to the escalations of the direct reports
    • Assist Level 1 support towards 1st time resolution including identifying need for call back
    • Verifies problem and validates escalation prior to further escalation
    • Escalates problem only when necessary and provide assistance towards resolution
    • Maintains a line of communication with the escalation points
    • Identify team issues and provide sound advice based on good judgment
    • Provides direction and sound advice to the team members (mentor role)
    • Develops logical problem solving skills and train the team members
    • Re-echoes new client training to the team as needed
    • Adheres to support workflow are requirements to achieve SLA
    • Develops own resources and utilizes creative resolution
    • Efficiently manage activities and utilization of the team
    • Adheres to client's defined processes and procedures and company policies
    • Identifies hot issues and deals with it appropriately
    • Conducts weekly team meetings and performs quality monitoring of agents and feedback findings
    • Monitors agents performance and updating their records on a regular basis
    • Feedback agent performance on a regular basis
    • Monitors technical skills of agents and recommends additional trainings when needed
    • Accountable for team performance and adheres closely to daily schedules while other assigned tasks are executed on time. Maintains a flexible and calm approach to problem solving
    • Prepares reporting requirements to immediate supervisor and clients
    • Coordinates with various functional groups for team requirements
    • Flags up personal training requirements to immediate supervisor
    • Issuing disciplinary actions following Foundever due process as needed
    • Responsible for giving a heads up to the Account Manager of pending issues within their scope, (e.g. agent employment issues, process breakdown, etc.)
    • Plans, assigns and directs work to the team/employees in cooperation with the supervisor
    • Take calls as needed, usually if there are more than 5 calls waiting on the queue
    • Contributes to other projects if requested

    What you bring:

    Communication Skills

    • Communicates relevant technical information to the technical agents on a timely basis
    • Conveys information clearly and effectively both written and verbal
    • Listens actively and effectively
    • Provides feedback to staff, supervisors, managers and colleagues

    Professional and Technical Excellence

    • Understands the relevant aspects of the account's work flows
    • Able to handle escalations about the support and properly follows the procedure
    • Strives for continuous personal development and improvement
    • Portrays a professional image to the client and to the team

    Interpersonal skills and Teamwork

    • Works well with others
    • Motivates and reinforces teamwork
    • Solicits the input and involvement of others
    • Develops rapport and trust

    Staff Training and Development

    • Coaches and develops staff
    • Monitors and evaluates staff technical knowledge
    • Provides feedback and required training
    • Encourages pro-activity and involvement from agents
    • Maintain and update team scorecards (PEP and PMP) for their Performance Review with the Supervisor

    Experience Target (in this job or a related function/field): Minimum of 12-18 months of call center experience, preferably as a Product Specialist/Subject Matter Expert or Supervisor role equivalent.

    • Domain Expertise: At least one year of specialized experience in Payroll Processing and Garnishment workflows, demonstrating proficiency in the following areas:
    • Expertise a financial campaign
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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Team leader