Team Lead

Essential Duties & Responsibilities include the following:

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
• Reviews agent performance results daily to ensure all goals are met or exceeded
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
• Monitors and assesses employee calls to drive performance improvement plans
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
• Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
• Attends assigned Leadership Calibrations
• Assists and tracks agent password resets
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administers HR and Department policies as instructed
• Conducts annual reviews/PACS/E-valuation
• Presents his/her team’s performance in a business review format either weekly or monthly
• Supports and enforces the following:

o Code of Conduct

o Compliance Requirements and Procedures

o Dress Code

o English Only Policy

o Attitude/Behavior

o Integrity

o Call Handling

• Drives teamwork and team performance
• Creates, implements, and supports call center initiatives
• Orients newly assigned members and establishes team mentor/buddies
• Performs other assigned/related duties within the center as directed

Education & Experience

• Must have experience in coaching and managing CSAT performance
• Must have at least 1 year Team Lead experience in a BPO setting
• Preferred background in Technical Support and Customer Service, with experience supporting consumer electronics (smartphones, tablets etc), software, and related services.
• Must be amenable to work in our MOA/Pasay site and in a nightshift schedule