bpo team leader - Philippines, Pilipinas - Valor Global

Paglalarawan

ONSITE: Southwoods Binan, Laguna

Job description

• Manages a team of approximately 10 to 13 Team of Expert and ensures that all key metrics of performance per client are met or exceeded.
• Acts as the first level of escalations and resolves all people issues within the team through regular feedback, one-on-one, and team meetings.
• Manages team performance and is responsible for the overall development of the team; Institute creativity and enhance team performance and motivation fosters career advancement of the team members within the project or lateral movement.
• Manages retention and attrition
• Ensures company policies and procedures are adhered to Closely works with OMs/CRE to discuss errors/quality issues
• Implements all programs, systems and procedures required by the management
• Works very closely with associates to resolve issues/problems through coaching
• Conducts meetings/daily huddles with the group on project and administrative concerns

Requirements

• At least 1year of experience in Telco Account
• 2 to 3 years of experience as a Coach is a must
• Knowledge of billing procedures and upsell
• Experience and knowledge as a Resolution Supervisor, Analyst, or Trainer is a plus with another company
• Knowledgeable in MS Office and databases
• Comfortable working with targets to exceed our clientâs expectation
• Excellent written and verbal communication skills Organization, proper decision-making, and analytical problem-solving skills