Function: Operations
Job: Team Leader
Location: Cebu City
Reporting to: Sr. Group Leader / Operations Manager
Responsible for managing team of associates
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs
Motivating associates through effective management, career development and implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support.
One on One Relationship management
Analysis of reports including process dashboards and team performance reports.
Initiate appropriate action plans and trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
Mentor and assist new hires
Handle customer complaints and provide resolution for escalated calls
Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept confidential and secured
Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader
Should have patience and not be overawed by difficult situations
Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with good problem solving approach.
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal & external customers
Ability to exercise managerial judgment and perform as a mentor
Demonstrated Customer Service Skills
Situation handling skills
Amenable to work on rotational shift
Customer Service( Reservation)