- Full Time
- National Capital Reg- Taguig City
- Salary As Per Industry Standard
- Ensure all KPI are met Net Promoters Score, etc.
- Meet or exceed all targeted service levels by supporting and developing agents, monitoring and communicating the appropriate metrics, and implementing targeted process improvements
- Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, and escalation
- Take actions necessary to empower agents to ensure ownership for customer experience and ensure immediate issue resolution
- Handle escalations
- Conduct formal employee performance reviews, establish development plans and as appropriate, initiate promotions, pay adjustments, disciplinary actions, and terminations
- Ensure proper training of agents for all new and existing products, tools, offerings and processes, leveraging available internal resources
- Develops all agents through skills assessment, call monitoring, coaching, feedback, and role modeling, both for current position and future career
- At least 2 years of experience as a Team Lead in a Call Center
- Must know how to handle and improve Net Promoters Score and other needed metrics
- Leadership and team building skills
- People management and development skills
- Basic project management skills
- General understanding of business and business needs
- Candidate must possess at least a Bachelor's/College Degree , any field.
- Must be willing to work in rotating shifts and / or night shift at BGC, Taguig City
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