Customer Service Team Lead • Local Account & Dayshift

WHY JOIN OUR TRANSEC TEAM?

Represent one of the top leading brands in PHGreat working environment with work-life balanceHealthcare & life insurance coveragePerformance reviews & annual increases

*NOTE: This is for a local account.*

If you're passionate and excellent in bringing out the best in other people, come and join us as our Customer Service Team Lead.

JOB OBJECTIVE

To provide leadership, coaching, support, and guidance to a team of Customer Service Associates in exceeding performance metrics.

ESSENTIAL JOB FUNCTIONS

Manage team performance by listening to recordings, utilizing the QA scorecard, providing coaching and feedback, counselling and mentoring, and delegating tasks whenever necessary. Communicate to the team any new requirements, changes and/or updates regarding the account or company-related information.Manage workforce to meet the productivity goals and ensure the team's excellence.Supervise the team’s overall attendance and behavior to ensure compliance with our Employee Code of Conduct.Responsible for handling complaints and taking escalation calls to resolve customer concerns.Create and submit reports to the client.Train and conduct certification exams of new Customer Service Associates through the use of training materials provided. 

SKILLS & QUALIFICATIONS

Bachelor’s/College Degree in any field is highly preferred; must have undergone 2nd year of college level.At least 1 year of experience in a call center environment as a Supervisor or equivalent role preferably in the field of customer service.Superior customer service.Analytical ability to decipher statistics and translate to reports.High level of interpersonal, organizational, coaching & multi-tasking skills.High reliability & accountability.Good communication skills, both written and oral for both English and Filipino.