World's leading Virtual Assistant and customer service company since 2003. Featured on CNN, CBC and lot of media for our services. With offices around the Globe and headquartered in the US & offices at India and Philippines
We are looking for:
TEAM LEADER (US ACCOUNT)
Ensure that the Team members are assisted on their tasks, escalations and maintain excellent quality of results from the individual. Manages the team and ensure that the team performs at the desired level through supervision of the staff.
Key Roles and Responsibilities:
Provide leadership and coaching to a team of customer support agents.
Works with Operations Manager in workforce planning by examining business needs, investigate and evaluate staff scheduling, preparing and allocating staff resources.
Seeks to continually improve service delivery by reviewing team performance.
Effectively address any performance issue and work with Operations Manager and HR for recommendation and implement any necessary corrective actions.
Ensures team’s adherence to schedule, policy and procedures.
Report team’s performance at regular intervals.
Communicates relevant information to the team on a timely basis
Conveys information clearly and effectively both written and verbal
Listens actively and effectively
Provides feedback to staff, managers and colleagues
Works well with others
Motivates and reinforces teamwork
Solicits the inputs and involvement of others
Develops rapport and trust
Maintains an in depth knowledge of account/s
Ensures delivery of service
At least 1 year relevant supervisory experience in a BPO environment
At least 1 year experience working with customers
Speaks and writes English well
Proficient in writing reports and business correspondence
Proven leadership skills and functional knowledge in business process outsourcing
For more information about our company, visit our website