Team Leader - rd Floor W Fifth Building nd St. corner th Avenue Bonifacio Global City, Taguig, Philippines

Job summary

Motivates a team of Customer Service Associates through performance coaching career planning and setting educational objectives participates in quality calibration and validation sessions resolves employee issues and act as the employee advocate when dealing with HR or departmental processes improves productivity by highlighting deficiencies and recommending change in tools training processes reporting and employee engagement facilitates customer resolution for escalated calls engage the necessary technical support follows up with unsatisfied customers to ensure issues are resolved and the customers are satisfied reports operational achievements and progress to the operations manager on a regular basis including statistical analysis improvement of action plans works with operations manager to ensure operational consistency builds relationship with the operational technical department management of our key customers develops a strong relationship with the sales teams increase support services agreements sales delivers exceeds on all Team performance targets.

Qualifications

• At least 3 years experience as a Team leader in a BPO industry
• Must have good understanding of services business in technical support environment Demonstrated expertise Enterprise level applications servers OS hardware phone systems mobile devices etc Experience supporting global high-availability operating environments Demonstrated Leadership abilities achievement oriented Excellent analytical problem solving skills combined ability provide quick resolution problem Amenable work shifting schedule holidays onsite.

Paglalarawan ng trabaho