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Team Leader - Operations
5+ Years
IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: Over 20
Posted On: July 23, 2021
Job ID: 375833
Details
TEAM LEAD - FOR POOLING
Responsibilities
- Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
- Provide excellent customer service and determine the needs of the client.
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
- Participate in the development and presentation of proposals for business development.
- Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
- Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
- Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
- Efficiently coach associates in meeting the metrics
- Manage and drive performance from the Associates in meeting SLAs and KPIs
- Manage team attrition
- Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
Requirements
- Preferred: Candidate must possess at least a Bachelor's/College Degree , any field.
- At least 2 year(s) of working experience in the related field is required for this position.
- Experience in handling a Telco program is required
- Analytic
- Results-oriented
- Process-oriented
- Applicants must be willing to work in Asia Town IT Park or General Maxilom Avenue Cebu City
- Preferably Supervisor specializing in Customer Service or equivalent.
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