Team Leader, Operations (eChat)

  • Bell
  • PH - Riza - San Mateo
  • 7 days ago

Company Name: Bell

Location: San Mateo, Riza, PH

Job Duration: 2021-09-15 to 2021-10-15

Overview

Job Req ID: 325212 

 

At Quantrics, we consider our people our most important asset.  Our focus is not only on creating a great customer experience – its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities

 

We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages.  We also make employee advancement and overall wellbeing a priority because we value our employees above all else.

 

Team Leader 

 

Are you someone who can handle a group of individuals who has different personalities, professional experience and background?  

 

Do you have good coaching skills to ensure that your team will reach their target and goals?  

 

Are you known as a leader who make sure that your agents are developed and empowered?  

 

You will have an opportunity to: 

  • Manage daily performance of approximately 14 agents in a fast-paced call center whose hours of operation can be in a 24X7 environment, supporting Canadian customers 

  • Monitor, coach, mentor and develop agents with a goal of exceeding performance metrics 

  • Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees; consistently build and maintain positive team moral 

  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions 

  • Provides feedback and develops plans to drive individual and team performance 

  • Handle all escalations while enhancing customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information 

  • Ability to use call center data and call observations to identify coaching plans for individuals and team 

  • Supports the completion of on-going training and education for self and team 

  • Communicates effectively and timely through formal team meetings and huddles 

You will be a great fit on our team if: 

  • Must possess strong leadership and coaching skills 

  • Has at least 1 year of Team Lead working experience  

  • Ability to drive his/her Team in achieving Hourly/Daily/Weekly and Monthly Targets 

  • Experience as a coach, supervisor or any leadership role in call center is an asset but not required 

  • Telco experience an asset but not required 

  • Proficient in MS Office Applications is an asset, specifically: Excel with the ability to mine necessary data for identifying trends for coaching and other business opportunities 

  • Outstanding written and in-person English communication, interpersonal and presentation abilities 

  • Able to assist in and resolve customer complaints while upholding company guidelines 

  • Previous performance management experience or knowledge is an asset 

  • Strong interpersonal skills and customer relationship management  

  • College graduate or above an asset 

  • Flexibility to work autonomously in a start-up environment, where constant change abounds 

  • Ability to work in a fast paced, continuously evolving environment 

  • Results oriented 

  • Strong multi-tasking, prioritization and time management skills are essential 

 

If this role sounds interesting to you, please click apply. We’d love to hear from you! 

 

 

 

Additional Information:

Position Type: Management 
Job Status: Regular – Full Time 
Position Level: Q21
 

Application Deadline: 08/27/2021 

 

Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported.  We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.