Call Center Customer Service Team Leader | Freelance and Work From Home
TalentHero
- Pasig, Philippines2nd floor Metrowalk Complex, Meralco Avenue , Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- ₱40,000.00 - ₱40,050.00 / monthPHP400004005040000MONTH
- FreelanceCONTRACTOR
Job Description
Our member company is Australian-owned, and committed to local production since 1983, They’ve been a leading designer and manufacturer of DIY assembly storage sheds in Australia for over 30 years. They are a fast-growing company in the retail industry that is highly competitive and constantly evolving, which means team members at all levels will have many opportunities to learn new skills and tasks.
Primary Function
The Customer Service Team Lead is the one responsible for a team of agents which he/she supervises, manages, directs, and leads to ensure that they meet the company's targets. He/she has the role of training his/her team members and reviewing their performances from time to time.
Whenever there is a complex issue that the call center agents cannot resolve on their own, they would forward it to the team leader who would either resolve it or liaise with other departments to resolve the issue appropriately.
Responsibilities
The day-to-day functions include:
1. Customer Service
- Review call center agent’s performance in customer service and quality assurance to ensure customer satisfaction resulting from an improved agent performance
- Recommended and implemented changes to existing methods to increase the accuracy, efficiency, and responsiveness of the customer service unit
- Ensure continuous process improvements projects were implemented to guarantee the highest-level customer service initiatives and efficiency goals were met
- Ensure optimal customer service for company products and effectively led call center operations
2. Outbound Calls
- Handled heavy inbound/outbound calls from customers with complaints and answered general questions
- Monitored call center agents on inbound calls
- Oversee the daily operations of the call center to ensure all policies and procedures are followed while responding to inbound/outbound calls
3. Procedures
- Developed standard operating procedures
- Answer incoming external and internet customer inquiries promptly and in accordance with establishing call handling and correspondence procedures
4. External Customers
- Resolve escalated internal and external customer service issues
- Communicate with both internal and external customers to gather project requirements, act as a liaison between customers and internal departments
- Served as first level escalation contact for internal and external customers requesting to speak to management
- Provided team with tools to maintain and increase service levels for both internal and external customers
5. Quality Standards
- Coach and develop call center agents to ensure that staff adhere to schedules and conform to quality standards governing work processes
- Serviced as part of a team that works together to meet service and quality standards
- Assist in monitoring and consistent improvement of quality standards and agents’ performance goals
- Verified sales to ensure compliance with quality standards
6. Performance Management
- Applied performance management to ensure enhanced customer satisfaction and adherence to departmental service standards
- Monitored the staff using performance management to ensure a productive work environment
- Spearhead performance management including creating performance improvement plans when necessary
- Apply timely performance management standards and processes
7. Company Policy
- Resolved service and operational issues to ensure the company is meeting clients’ program goals and expectations
- Ensure the swift resolution of customer issues to preserve customer loyalty while complying with company policies
- Track attendance and follow up according to company policies and guidelines
- Responsible for ongoing team development and to communicate updates and enhancements to the team regarding company policies
8. Service Levels
- Demonstrated ability to help manage agents’ productivity to achieve service levels
- Increased efficiency by monitoring staff service levels, operational expenses, and productivity
- Review, recommend and implement procedural changes to enhance operational service levels
9. Customer Complaints
- Resolved escalated customer complaints on a variety of topics
- Handle customers’ issues, maintaining client relationships, escalations, investigate customer complaints, and find solutions
- Take escalated calls, answer questions, and recommend corrective services to address customer complaints
- Respond to customer complaints and praise in email and using social media
10. Schedule Adherence
- Handled schedule adherence of 5 to 10 customer service representatives
- Monitoring call volume and schedule adherence
- Coached/developed agents to balance their time appropriately which allowed the agents to adhere to schedule adherence targets
- Handle customers’ issues, maintaining client relationships, escalations, investigate customer complaints, and find solutions
11. Problem Resolution
- Handles escalations for problem resolution
- Calm angry callers, repair trust, locate resources for problem resolution and design the best option solutions
- Provided regular feedback to the program staff regarding resources, accomplishments, problems, and problem resolution
- Improved problem resolution times
- Followed up with end-users to ensure timely problem resolution
- Conducted problem resolution for team
Personal Development
- Actively seeks feedback from direct reports and team
- Demonstrate a desire to grow and learn.
- Share in establishing change processes for self as required
- Works well under pressure
Bonuses
13th Month Pay (We Pay this bonus in increments every salary pay out. It is calculated to your 1-month salary divided to 24.
Discretionary Bonus
Annual pay increases and also any one-off bonuses, will be at the discretion of the management.
Special Non-Working Days
a. If unworked
No pay
b. If worked
Plus 30% of the daily rate
National Holidays
a. If unworked
No pay
b. If it’s a regular workday
If worked, freelancer shall be paid 200% of his/her daily rate for – (Daily Rate x 200%)
WORKING HOURS: Ordinary hours of work (rostered in 8hour shifts, excluding lunch breaks) may be worked between the hours of 8:00am and 8:00pm (Sydney timezone), Monday to Friday.
* Pre-Screening will be done via Video Call
Minimum Qualifications
What are we Looking for?
- Leadership: call center team leaders oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities.
- Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent mentors to their team members.
- Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must also be a goal getter.
- Multitasking: leaders managing call centers must be able to handle multiple tasks at the same time without errors and mistakes
- Sales goal has driven with a strong understanding of business drivers that will impact sales.
- Strong Management Skills
- Excellent written and fluent verbal communication skills
- Strong understanding of customer service
- Negotiation skills for sales and resolving issues.
- Fast and accurate typing skills
- Excellent spelling and grammar
- Capable of solving problems and handling complaints.
- Ability to show empathetic customer service, take ownership and responsibility of all situations.
- Attention to detail.
- Work well in a team environment.
- Passion and enthusiasm
- Strong work ethic contributes a very professional attitude towards all aspects of work.
- College graduate and with minimum of 6 year’s work experience wherein 3 years of which being Customer Service Team Lead in a BPO/Call center industry
- Neutral English communication skills is an essential requirement
Technology Requirements
- A dedicated quiet workspace at home and with a good internet connection (minimum 25mbs)
- A desktop or laptop computer (3rd generation or higher) at least i3 or equivalent processor at least 8 GB ram and windows 7 and above or MAX OSX operating system
- Headset with extended microphone, a noise canceling headset is a must.
- High- definition (HD) external or integrated webcam with at least 720p resolution
Perks and Benefits
- Work from Home
- Performance Bonus
Required Skills
- Organizing and Planning
- Problem Sensitivity
- Customer Service
- Critical Thinking
- Communication Skills
- Coaching
- Deductive Reasoning
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Meralco Ave, Pasig, Metro Manila, Philippines