Email Team Leader

Managerial / Supervisory
With Business Certificates
Established in 2014
501-1000 Employees
Apas, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: December 2, 2022
Job ID: 395611

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Details

SVC PH, Inc., an affiliate of Executive Boutique Call Center, is currently looking for an Email Team Leader to start ASAP!

 

Executive Boutique/Select VoiceCom is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 14th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say “I work at Executive Boutique/Select VoiceCom and think it’s a great place to work!”.

 

The owners and managers at EB/SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees. If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply with us today and join the growing EB/SVC family. You won’t regret it!

 

Checkout our Facebook page: www.facebook.com/selectvoicecomph

 

Enjoy the following benefits:

  • Medical / Dental coverage (HMO)

  • Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC

  • Career development

  • Life insurance program

  • Vacation and family leave programs

  • Annual salary increase based on performance

  • Quarterly team outing

  • Free flowing coffee and hot chocolate

  • Free weekly in-house massage

  • Family atmosphere

  • Cozy sleeping lounge and canteen plus entertainment area

  • Great offices in IT park with outdoor private terrace overlooking Cebu City

Responsibilities:

  • Build a high performing team, glue team members together and drive things forward in line with company direction.

  • Be hands-on and excel doing email customer service; stay on top of customer trending requests; loop agent/customer feedback up and down.

  • Responsible for creating and maintaining a high quality work environment by constantly giving individual and group feedback.

  • Provide real-time support on assigned agents. Help agents with questions and guide them through difficult interactions/emails.

  • Be available for team members that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

  • Identify specific coaching opportunities for agents under review through an extensive review of unsuccessful interaction records. Encourage agent performance improvements at a conversation level.

  • Monitor agent email responding at a high level to closely track adherence to best practices.

  • Monitor email agents’ productivity, whether agents spend excessive time on individual tickets or if they need help.

  • Provide statistical/performance feedback and coaching on a regular basis to each team member.

  • Write and administer performance reviews for skill improvement.

  • Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.

  • Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to process improvement.

  • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Qualifications:

  • Candidate must have an Associate’s or a Bachelor’s degree

  • 7+ years of customer service; with at least 2 years of non-voice support supervisory experience

  • Ability to coach, train, motivate agents, evaluate their performance, and help them grow professionally

  • Excellent organizational, leadership, interpersonal and time management skills

  • Ability to quickly align with management instructions and follow through with team members

  • Excellent problem solving and email customer service skills

  • Attentive to details, efficient, thorough, and has good discernment on spotting opportunities on agent growth and business process improvement

  • Ability to remain calm and courteous under pressure and navigate tense situations

  • Self-driven, detailed individual who consistently communicates to the client, agents and the Campaign Manager

  • Excellent management skills - ability to communicate effectively with team members and managers of all levels

  • Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources

  • Strong support skills and ability to work well under pressure

  • Excellent presentation skills- ability to present ideas, concepts, concerns, and questions in a well thought out, positive and professional manner

  • Strong computer application skills including MS Excel, MS Word, MS Power Point and others

  • Flexibility to work various schedules

  • Willing to start ASAP

  • Willing to work on-site

Work Schedule: Night Shift

How to Apply


Interested candidates may send an updated copy of their resume to jobs@selectvoicecom.com.

 

We are only accepting online applications for now. Shortlisted candidates will receive a phone call between 10AM-7PM (Mondays-Fridays) for an interview within 1-7 working days.

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