Team Leader – Tech
Responsibilities:
The Coach will supervise 15 – 16 agents and will effectively manage the integration of the account’s directives, policies, and procedures. He/she will monitor queue activities to ensure achievement of Service Level Metrics. The Coach will also conduct remote and desk-side call monitoring with each agent according to customer-specific certification/re-certification policies. He/she will assist in staff development towards agents’ understanding of evaluation criteria and will ensure adherence to processes and quality-operations standards. The position will also be in charge of summarizing report data to drive fulfillment of customer and supplier goals.
Requirements:
- Should have at least 1 year experience in a Customer Service/ Tech program as a Team Leader/Captain or Supervisor.
- Must have strong Technical background
- Excellent written and verbal communication skills in English.
- With execellent sales coaching skills and can work well under pressure.
- Candidate must have strong organizational and time management, and analytical skills.
- Amenable to work in shifting schedules particularly graveyard shift and willing to be assigned in Ortigas Pasig.
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