Aegis PeopleSupport – Jobs in Cebu

Team Lead, Operations – CEBU (Banking Account)

RESPONSIBILITIES:

* Responsible for coaching and managing a team of agents, supporting team operations, and coordinating with clients and management as needed.

* Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available.

* Supervise all agents within their team (eReps; may include Subject Matter experts depending on the account).

* Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets.

* Conduct performance appraisals for team members.

* Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback.

* Develop complete understanding of client’s business model, policies and procedures as they relate to Aegis PeopleSupport’s support of the client’s customers.

REQUIREMENTS:

* Candidate must possess at least a Vocational Diploma / Short Course Certificate or Bachelor’s/College Degree in any field.
* At least 2 year(s) of call center experience in Operations; with 1 year in a supervisory trainee capacity.
* Preferably Supervisor / 2 Yrs & Up Experienced Employees specializing in Customer Service or equivalent. Job role in Supervisor/Team Lead or equivalent.
* 6 months of coaching or training experience preferred.
* Excellent knowledge of contact center and customer service operations.
* Knowledge of telephony and data processing systems (i.e. CMS).
* Willing and able to work on a fixed graveyard schedule.
* Full-Time positions available.
* Must be willing to work in Cebu City.
* Applicants should be Filipino citizens or hold relevant residence status.

Aegis PeopleSupport Philippines Inc.
Aegis PeopleSupport Center, Ayala Ave. cor. Sen. Gil Puyat Ave., Makati City 1299.
Website: http://www.peoplesupport.com/people.asp