Team Leader - Makati Based - With Exp Needed ghsjnm

GENERAL DUTIES & RESPONSIBILITIES
• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email;
• Monitors operations to ensure adherence to service level standards an
• company/department policies and procedures;
• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers;
• Ensures adequate phone coverage including making decisions regarding scheduling changes;
• Acts as an escalation point for resolving the most difficult customer issues;
• Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement;
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction;
• Serves as an escalation point for resolving the most difficult customer issues;
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes;
• Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives;
• Approves and implements streamlining opportunities and process improvements;
• Coordinates customer service activities with other internal functions;
• Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.;
• May serve as a backup to more senior customer service management in their absence;
• Other related duties assigned as needed.

MINIMUM REQUIREMENTS: (Must Have)
• Minimum 2 years of supervisory experience in handling a customer service-Telco Account;
• Should have experience in CSAT, NPS, and FCR;
• At least 2 years complete in College / Associate’s or Bachelor’s degree;
• Must be willing to work in Makati, BGC, and Ortigas if necessary.

Send your resumé to Executives @ globalheadstart.com for faster processi