Team Lead | Pioneer Cebu Team | Dayshift
Diversify Offshore Staffing Solutions
- Taguig, Philippines27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Expired 3 years ago
2021-09-29T16:00:00+00:00Job closed.
Job Description
Position Overview
The Team Leader is responsible for supporting the customer care manager in leading the customer care team, delivering a world-class customer experience and delighting our customers, clients and business partners at every touch point
Position Objectives
- Participating in the recruitment and selection of customer care team members
- Providing training, coaching, development, mentoring and leadership to customer care team members
- Assisting the customer care team to meet and exceed customer care objectives and key metrics on a daily basis, as set by the Customer Care Manager
- Developing and maintaining a close working relationship with the operations, content and buying teams to solve day to day customer purchase and delivery issues
- Resolving team member customer escalations
- Conducting regular calibration sessions as guided by the Customer Care Manager
- Preparation and interpretation of daily reports
- Daily stand-up with the team to review previous days results for improvement analysis to be executed in current day
- Actively manage daily workforce planning and task allocations to ensure daily KPIs are met
- Ensure triage is cleared at the beginning and end of every day
- Manage the phones to ensure we have an answer rate of less than 1 minute and less than 5% of abandoned calls
- Performance improvement of any under-performing employees
- Daily contact with the Customer Care Manager to report on daily results and plan for the following day
- Adhoc duties as requested by the Customer Care Manager
Minimum Qualifications
- Bachelor's/College Degree in any field
- Minimum 3 years previous experience as a Team Leader in a customer service, , preferably in a retail and ecommerce environment
- Strong interest and/or knowledge and qualifications in furniture, homewares or interiors
- Excellent verbal and written English communication skills
- Experience in Philippine Labour, coaching and mentoring, and staff training
- Experience in forecasting and workforce management
- Must have good leadership skills and characteristics
- Must be able to come into the team and make solid headway in the process and operations
- Must be capable of bringing new skills and fresh ideas to the team
- Commitment to service and a flexible can-do attitude to respond to business needs
- Detail-oriented and able to multitask with strong administrative and organisational skills
- Self-starter who is energetic, enthusiastic and driven
- Able to work independently and as part of a team
- Willing to work in Cebu
- Shifting schedule including holidays and/or weekends
- Permanent Day Shift
Perks and Benefits
Work from Home
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- 27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City
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About Diversify Offshore Staffing Solutions
Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff.
Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy.
An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers.
At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do.
Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.