Team Leader-Iloilo
Transcom
- Iloilo City, PhilippinesMegaworld Boulevard, Mandurriao, Iloilo City, Iloilo, Philippines, Iloilo City, Iloilo, PhilippinesIloilo CityIloiloPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
Job Description
The Team Leader (TL) is directly responsible for managing product knowledge, profitability, quality, and effectiveness of his/her team. His/her daily activities primarily focus on effective leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction. This especially includes the developing competencies of the CSRs and ensuring that behaviors are in alignment with the TransVision goals.
Essential Duties and Responsibilities
People
- Promote communication and be open to feedback.
- Keep motivation high by adapting the leadership style to individual needs.
- Create an environment conducive to success by promoting and recognizing initiatives.
- Ensure high employee satisfaction and attendance.
- Promote teamwork and cooperation amongst team members and colleagues.
- Lead by example.
- Take full responsibility and the required action on disciplinary procedures.
- Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund.
Performance
- Understand and meet production targets for different clients/projects.
- Review and evaluate performance reports.
- Meet production targets for the team.
- Set up individual targets for each CSR and skill level.
- Follow up on production targets for the team, CSR, and skill level.
- Take full responsibility for team results.
- Set priorities, within the TWW standards, in order to maximize own time management.
- Propose and promote motivational activities.
- Prepare and conduct appraisals.
- Utilize the Coach to identify your successes.
- Schedule Adherence must be reviewed daily to avoid payroll anomalies.
- Employee absenteeism less than 4% on a monthly basis.
- Coaching for success 50 side-by-side coaching/monitoring sessions per week and documented in the Coach. This is a minimum objective
- Request open and close of the campaign by monitoring ACD systems to ensure optimal operating efficiency and administering outbound dialing systems as required (open/close)
Quality
- Have a clear understanding of quality expectations for the different clients and projects.
- Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations.
- Be a specialist in quality observation and evaluation.
- Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation.
- Monitor with Clients as scheduled.
- Provide continued teaching and coaching in order to reach set goals.
- Follow up on quality goals for the team, CSR, and skill level.
- Spend the appropriate time handling calls, making sales, or handling BO tasks.
Trình độ tối thiểu
Job Specifications (Qualifications, Skills and Experience)
Educational Background:
- University degree or equivalent higher qualification
Work Experience:
- Have worked in an operations department.
- Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes.
- Have worked in a performance driven environment
- Have lead a team of people
Skills Requirements:
- Manage your time effectively and be focused on setting clear objectives and priorities.
Required Skills
- Business Correspondence
- Organizing and Planning
- Customer Service
- Time Management
- Critical Thinking
- Coaching
- Performance Management
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Hoàn thành Bằng tốt nghiệp D3
- Nhà tuyển dụng trả lời hồ sơ
- Often
- Địa chỉ văn phòng
- Megaworld Boulevard, Mandurriao, Iloilo City, Iloilo, Philippines
- Ngành nghề
- Customer Service
- Vị trí đang tuyển
- 10 vị trí tuyển dụng mới
- Trang web
- https://ph.transcom.com/en
Về Transcom
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.
We are 30,000 customer experience specialists at 53 contact centers across 22 countries, delivering services in 33 languages to over 400 international brands in various industry verticals.
Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty, and additional sales while also adding insights and value to our clients' business operations.