Team Leader - AU Automobile | Makati Site

Job Overview:The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.Duties and responsibilities●To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.●Delivery of team service level components, quality and productivity targets & indicators.●People Management, including all HR related issues, as well as staff development.●Operational Management: Managing the floor, adherence to schedule.●Ownership and problem resolution.●Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.●Recommendations for product and process development based on customer feedback and analysis of the same.●Conducting performance appraisal for the team.●Compiling reports on team’s performance and customer feedback.●Communication and being a focal point of dissemination of information from management to team and vice versa.●Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.●Offers solutions and suggestions for process and product improvement to management.Qualifications:● At least 1-2 years of Team Leader experience is required● Preferably with Customer Service and Escalations background● Has strong verbal and written communication and comprehension skills● Good problem solving and critical thinking skills with focus on issue resolution and customersatisfaction● Must be amenable to work in Wilcon Makati