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Subject Matter Expert / Team Leader (For Pooling)

2 to 4 Years

With Business Certificates
Established in 2002
1001-5000 Employees
JY Square IT Center 1 & 3 Salinas Drive, Lahug, Cebu City, Cebu
Total vacancies for this job title: 5
Posted On: June 4, 2021
Job ID: 381971

Details

SUBJECT MATTER EXPERT / TEAM LEADER (FOR POOLING)
 
Responsibilities:
  • Attend to real-time needs such as, but not limited to, call escalations floor support
  • Monitor and control real-time scores in order to satisfy the needs of the program, clients, customers and agents
  • Communicate and teach updates or system issues to ensure agents have the tools they need to maximize productivity and motivate continual improvements in performance
  • Coordinate with other departments for employee concerns
  • Render phone time to keep product knowledge, skills and behaviors up to date
Requirements:
  • 2-year undergraduate degree (communications arts and education majors preferred)
  • At least 1 year of experience as a call center/BPO Subject Matter Expert or Team Leader in a Telco Account preferred
  • Excellent Verbal and Written Communication Skills
  • Experience in developing talents to its full potential
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)

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