Job Scope

• Coach and guide customer service officers (CSOs) to answer customers' queries and provide first call resolution
• Conduct business reviews and provide suggestions on processes
• Manpower management and shift adherence of CSOs
• Monitor and coach on agent productivity to achieve SLA adherence
• Conduct performance review with CSOs - identifying areas of training and improvement
• Team engagement and retention strategy and implementation
• Handle ad hoc duties as required

Job Qualifications:

• Minimum O' level with 5 years of solid Team lead/Team Manager experience
• With 5 years of experience working in a contact center industry
• Potentially should have taken calls and should have performed customer service roles
• We are looking for independent team managers who can perform shift rostering, SLA / Metric adherence, team performance management, floor management, escalation management, independent supervisory, team player, SOP/Protocol management & adherence, PIP/Retraining management, a good coach and a trainer and QA (to a minimum degree)
• Comfortable with night shift; will be working on 44 hours per week (5.5 days), able to work rotating shift hours including weekends and public holidays
• Active listener and possesses problem-solving skills
• Fast learner and good team player
• Demonstrates good customer service and communication skills
• Location: Suntec City

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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