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Team Leader -Email Support Account

Managerial / Supervisory

Admerex Solutions, Inc.

Established in 2005
1001-5000 Employees
FPN Bldg. AS Fortuna Street, Bakilid, Mandaue City, Cebu
Total vacancies for this job title: 1
Posted On: June 5, 2021
Job ID: 380205


Admerex Solutions, Inc. continues to be one of the key players in the BPO industry in the country. Driven by genuine concern for mutual success, our culture reflects a business that creates and extends opportunities.
It is with this wisdom that we establish one of the foundations of #TatakAdmerex. We hone our skills and provide experiences that are “best-in-class” in results. Our happy workplace maintains a homelike relationship that stimulate our campaigns and our clients’ growth. 
Admerex Offices:
  • Mandue City (Atlas Site)
    • FPN Bldg. AS Fortuna Street, Bakilid Mandaue City, Cebu
  • Cebu City (Aris Site)
    • 2nd Floor, Unit F, Centrum Building, Clavano, corner N Escario St, Cebu City, Cebu
  • Makati City (Alpha Site)
    • The Peak Tower, 107 L.P. Leviste Street, Makati, 1630 Metro Manila
  • Mandaluyong City (Astra Site)
    • G/F Alcar Building, 888 Epifanio de los Santos Ave, Mandaluyong, Metro Manila
  • Mandaluyong City (Alto Site)
    • 6th Floor, Citynet Central Building, Sultan Street corner EDSA Barangay, Mandaluyong, 1550 Metro Manila
Night Shift (6PM to 9AM) Tuesday-Saturday
Job Qualifications:
  • Candidate must possess at least a Bachelor's/College Degree, any field.
  • At least 3 years of working experience as a Team Leader handling EMAIL SUPPORT account in a BPO setting, a must.
  • 3 years+ of experience with a support ticket system - Zendesk or Salesfource is preferred.
  • Must have an excellent English Communication Skills
  • Experienced in handling customer escalations with strong problem-solving skills to defuse challenging situations in written communications.
  • Must have the ability to effectively communicate and convey complex information in written communication
  • Familiar with G-Suite products (Google Sheets, Google Docs, Google Slides)
  • Effective time management, including the ability to multitask, organize & prioritize
  • Capable of thriving as a team player, but also driven by autonomy
  • Positive attitude and willingness to understand the objectives of the organization
Job Responsibilities:
  •  Motivating and inspiring the assigned team to go beyond their potentials
  •  Perform daily coaching sessions with each team member based on:
    • Performance scores and Observation
    • Remote/Side-by-side monitoring results
    • Quality Assurance Survey Results
    • QA scores
  • Documents feedback on a coaching log in order to track the agent's progress in a weekly/daily basis.
  • Ensures timely delivery of accurate and consistent updates to the assigned team. These may often occur through team meetings or thru email.
  • Act as the point of contact for communication of Screeners and other departments regarding payroll, IT and any other related concerns
  • Reviews Team and agents individual metrics on a daily basis and provide constructive feedback when necessary
  • Develops Rewards and Recognition for the teams to ensure motivation
  • Queue Management
  • Any other duties as reasonably requested by the client.

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