job vacancies in Philippines


  • Full Time
  • National Capital Reg- Taguig City
  • Salary As Per Industry Standard

Job Description

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
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Company Overview

Customer Service
Job Category
Customer Service
Job Role
Supervisor/Team Lead
Job Level
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