Job Summary:
The Team Leader will be responsible for overseeing the day-to-day
operations of our customer service team. This individual will manage workflow, provide
guidance and support to customer service representatives, and ensure that customer
inquiries and orders are handled promptly and professionally.
Qualifications:
- Minimum of 2 years of experience as a Team Leader.
- Handling gaming account experience is required.
- Excellent communication skills.
- Confidence and skillful negotiating skills.
- Strong organizational skills to give the team direction.
- Computer literate.
- Amenable to work on a shifting schedule.
- Willing to work in Double Dragon Pasay.
Responsibilities:
- Supervising and managing a team of customer service representatives, including
training, coaching, and performance evaluation. - Setting performance goals and targets for the team and ensuring they are met.
- Handling escalated customer inquiries or complaints that the frontline
representatives are unable to resolve. - Monitoring and analyzing team performance metrics, such as response times,
resolution rates, and customer satisfaction scores. - Providing guidance and support to team members to help them improve their skills
and performance. - Collaborating with other departments, such as training, quality assurance, and
operations, to ensure smooth and efficient customer service operations. - Implementing process improvements and best practices to enhance the overall
efficiency and effectiveness of the customer service team. - Acting as a liaison between the frontline team and upper management,
communicating important updates, policies, and procedures. - Overall, the BPO CS Team Leader plays a crucial role in ensuring that the customer
service team delivers high-quality service and meets the expectations of both the
clients and the company
