Job Description:

• 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

Job Requirements:

• 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