- Supervise a team of Customer Success Specialists, offering direct mentorship and support.
- Responsibilities include monitoring attendance, conducting training and side-by-side sessions, delivering constructive feedback to aid in coaching, and appropriately delegating tasks among team members. Accountability is upheld through KPI-based evaluations.
- Developing and implementing KPI (Key Performance Indicators) targets aligned with the team's tasks and workload and ensuring that these targets are met.
- Effective time-management and multi-tasking skills. Has strong analytical and problem-solving skills.
- Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
- Proactively monitor the team by ensuring they adhere to the process and take appropriate actions to address performance-related issues.
- Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledge base).
- Exhibit strong written and verbal communication skills, particularly in phone interactions where multitasking and prompt problem-solving are essential.
- Provide exemplary customer service, resolving escalations efficiently and ensuring these are completed to satisfaction.
- Responsible for day-to-day incident management, service reporting, and non-compliance interventions.
- Work with OM in preparing allocation planning and capacity forecasting
- Work with the Operations Manager in creating Prime program initiatives to drive performance.
- Accomplish the High-Level responsibilities of the Team Leader.
- Act as the default Operations Leader during the absence of the Operations Manager.
- First Point of Contact for Client Escalations.
- Immediate contact with clients for instructions, clarifications, and issues that need immediate attention
- Ensure compliance with procedures and policy guidelines, encourage and motivate agents in a high-pressure job environment
- Manage shrinkage & attrition for their respective teams as per the process and organizational goals.
- Act as liaison for both internal and external groups for program initiatives
- Coordinate with HR and Finance departments regarding concerns such as team members' concerns that are directly impacting the employee, HR and Finance
- Responsible for tracking the team attendance and leave consumption.
- Preparation and generation of Daily, Weekly, and Monthly Productivity Reports
- Provide immediate coaching to Associates (first level) for de-escalation
- Facilitate Team Activities and Internal Program initiatives
- Ensure delivery and sign-off memos and policy guidelines to the team
- Immediate in charge of escalation whenever there are IT or any Technical issues
- Other administrative tasks analogous to the above.
- Ad-hoc tasks and deliverables as directed by the Senior Team Leader, or Manager.
- Proven track record as a Team Leader
- Proven experience in customer service, account management, or client success roles.
- Excellent communication skills, both verbal and written, with the ability to effectively engage with clients at all levels of an organization.
- Minimum of 3 years of experience within a contact center environment as a Team Leader
- Professional experience within the contact center/BPO industry
- Strong coaching and people-development skills through call listening and audits, quality feedback, etc.
- Strong organizational and time management abilities, with a keen attention to detail and the ability to manage multiple priorities simultaneously.
- Ability to work independently and collaboratively within a team environment, demonstrating initiative, adaptability, and a customer-centric mindset.
- Ability to deal with demanding customers and escalations
- Ability to thrive in a fast-paced environment.
- Amenable to work on a shifting schedule (Monday to Sunday anytime from 8 am to 8 pm Eastern Time)
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Team Leader
11 oras ang nakalipas
RecruiterPH Cebu City, Pilipinas Buong orasJob title: Team LeaderProcess: Medical DeviceWork set-up: Night and shifting schedule, work onsiteLocation: CebuSalary range: 25K - 32KRequirements: · • Excellent communication skills · • Bachelor of Science in Nursing or Pharmacy or any allied science courses · • 3-4 years of wo ...
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BPO Supervisor/Team Leader
7 oras ang nakalipas
ACCPRO INTERNATIONAL Cebu City, Pilipinas Buong orasBPO Supervisor/ Team Leader Work Set-up: On-site Schedule: 8:00 am to 5 pm EST (during the first month 10:00 am to 5:00 pm EST) Work Location: Cebu Responsibilities: · • Manage and supervise a team of call center agents. · • Set clear performance goals and objectives for the te ...
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Team Leader
4 araw ang nakalipas
QBE Insurance Philippines, Central Visayas, Pilipinas Buong orasPrimary Details · Time Type: Full time · Worker Type: Employee · The Finance Services Team Lead - Reporting will provide high level business analysis and results, provides recommendations, leadership, direction and coordination of operational activities within the team in accorda ...
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Sales Team Leader
4 araw ang nakalipas
BPOSeats Central Visayas, Philippines, Pilipinas Buong orasEffectively manage a team of customer sales associates according to New Era guidelines while meeting or exceeding sales goals · The Role · You Will Be Responsible For · Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer ...
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Sea Logistics Team Leader
1 linggo ang nakalipas
Kuehne Nagel Cebu, Pilipinas OTHEREmbark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and d ...
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Sea Logistics Team Leader
3 araw ang nakalipas
Kuehne Nagel Cebu, Pilipinas OTHERBE PART OF OUR GROWING TEAM Your Role · Team Leader drives the operation and ensure team is meeting targets (performance, productivity, quality). He/she coaches, facilitates, solves work problems and participates in the work of the team. Your Responsibilities · Provide informat ...
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GS Customs Team Leader
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Kuehne Nagel Cebu, Pilipinas OTHERBE PART OF OUR GROWING TEAM Your Role · • To supervise a team that performs compilation of Import Declarations in an accurate and timely manner as per the Standard Operating Procedures (SOP) · • To ensure that the team meets service expectations in accordance with agreed Key Per ...
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Process Excellence and Training Team Leader
1 linggo ang nakalipas
Kuehne Nagel Cebu, Pilipinas OTHERAre you thinking about improving your career development and your professional growth? We invite you to join one of the most successful international logistics organizations here at Kuehne+Nagel. You will be joining our high performing Knowledge Center Finance team in Cebu. Your ...
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Team Leader; Sample Solutions Partner Manager
4 araw ang nakalipas
Dynata Philippines, Central Visayas, Pilipinas Buong orasJob Description · Dynata is a global leader in providing customers with first party data solutions. Our client list includes a substantial portion of the market research industry and many fortune 500 companies. · The Sample Solutions team is responsible for developing creative an ...
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Engineering Manager
4 araw ang nakalipas
Hawodtechsolutions Central Visayas, Cebu City, Pilipinas Buong orasJob Description: · As an Engineering Manager you will be responsible for the success of software engineering teams. You will build, manage, and organize our team in Cebu, working with the U.S. teams to successfully execute projects to improve and expand the Boundless product lin ...
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Director of Operations
4 araw ang nakalipas
Hawodtechsolutions Central Visayas, Cebu City, Pilipinas Buong orasJob Description: · Job Title: Director of Operations and Support · Job Level: Mid-Senior · Reports to: VP of PH Operations · Work Schedule: US PST · Setup: Onsite · Start Date: ASAP · Job Description: · Plan, monitor, and manage the daily activities and operations of the revenu ...
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Training and Delivery Consultant
4 araw ang nakalipas
Verizon Philippines, Cebu City, Pilipinas Buong orasWhen you join Verizon · Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe t ...
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Senior .Net Developer
4 araw ang nakalipas
Hawodtechsolutions Cebu City, Central Visayas, Pilipinas Buong orasJob Description: · Role Description: · The key to the role is exploration, active monitoring and learning. We need someone who actively wants to learn about domain and system and then learn how it works and how to monitor and solve it. The goal is to maintain the existing syste ...
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specialist, human resources
4 araw ang nakalipas
Qualfon Philippines, Inc. Cebu City, Philippines, Pilipinas Buong orasJob Summary · GENERAL DESCRIPTION: · The Human Resource Coordinator aids with and provides HR Administrative support to the Global Person Office Leadership Team, consisting of senior leaders reporting directly to the Chief Person Officer. Duties may be clerical, administrative an ...
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Dell Boomi Developer
4 araw ang nakalipas
Hawodtechsolutions Central Visayas, Cebu City, Pilipinas Buong orasJob Description: · Duties: · Manages the lifecycle of specific IT applications and their delivery to the customer's organization. · Designs technology solutions by modeling requirements and applying standard application methodology best practices. · Understands and interprets re ...
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Payments Lifecycle Manager III – Merchant Services Operations – Pricing
4 araw ang nakalipas
JPMorgan Chase Bank, N.A. Cebu City, Pilipinas Buong orasJob Description : · Seize the opportunity to join a thriving team at JPMorgan's Merchant Services - Pricing Center of Excellence, a global leader in payment processing with over $1 trillion in annual transaction volume. This role offers the chance to ensure pricing and billing ac ...
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Global Payments Quality Analyst
4 araw ang nakalipas
JPMorgan Chase Bank, N.A. Cebu City, Pilipinas Buong orasJob Description : · If you are detail-oriented, strategic thinker with a passion for getting things right and mitigating risk for the firm, then you've found the right team. · The Global Payments Quality Analyst will be responsible for conducting activities that ensure processes ...
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IT Director
4 araw ang nakalipas
Sysgen RPO Inc Cebu City, Pilipinas Buong orasThe ITDS Director has complete ownership of the establishment and execution of the Information Technology and Data Services Division's strategies and ensures its integration with the enterprise's business strategy and the delivery of all information and operational technology cap ...
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Regional Sales Director for Cebu
4 araw ang nakalipas
MICHAEL PAGE INTERNATIONAL RECRUITMENT (PHILIPPINES) INC. Philippines, Cebu City, Pilipinas Buong orasBe part of a company that serves customers globally · Collaborate with customers to serve their online presence needs · About Our Client · A leading web technology company serving millions of customers globally in which their customers know them through their robust portfolio of ...
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Service Delivery Lead
11 oras ang nakalipas
Career Professionals, Inc. Cebu City, Pilipinas ContractYou take a personal stake in the services you partner with and the strategies your team defines and leads. You hold yourself to (almost, but not quite) impossibly high standards. You have unshakeable integrity. You're always asking why. You are as comfortable speaking to partners ...
Senior Team Leader - Philippines, Cebu City, Pilipinas - Booth & Partners
Paglalarawan
Job Description
About the client:At G-Plans and FuturHealth, our Customer Service Team is dedicated to delivering an unparalleled experience to our valued customers. Our mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions. We strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise. Our goal is not only to meet but exceed customer expectations by resolving their queries, concerns, and issues on the very first call, while working with our provider network to solve all customer requests/issues.
Summary:
The Customer Success Senior Leader will join the support team, working closely with the Head of Customer Success and Operations Manager to ensure the smooth operation of the business's day-to-day activities.We are seeking a sophisticated Customer Success Senior Lead who is committed to delivering exceptional service and making a meaningful impact.
Responsibilities:
Requirements
Benefits
WHAT WE OFFER Great Place to Work-Certified CompanyPremium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program