Job Summary

  • Company
    Diversify Intelligent Staffing Solutions Inc
  • Location
    Other - Philippines
  • Job Type
    Full Time, Employee
  • Job Category:
    Customer Service/Call Centre/BPO
  • Occupations:
    Supervisor/ Team Leader
  • Industries
    • ITES/BPO • Machinery/Equipment Mfg.
Contact Centre Team Lead
POSITION OVERVIEW


The Contact Centre Team Lead assists the Contact Centre Manager with the overall day-to-day operational and administrative tasks within the call centre. The position is responsible for handling client issues and concerns regarding operations and staff performance. The Contact Centre Team Lead coordinates with other Support Teams to ensure business continuity and performance compliance.

GENERAL RESPONSIBILITIES:
  • Deliver operational successes in line with our service level agreements: ensuring our Partner Drivers meet our delivery guarantees and work in line with all legislation and client sensitive requirements.
  • Build open communication channels with clients: collect Driver feedback to share with our clients, optimise operations, and influence business goals and priorities.
  • Interact with key stakeholders: Working with our internal teams to ensure a customer centric approach is always our key focus.
  • Support and train the team through quality assurance and performance reporting
  • Ensure that the Operational needs of the Client are regularly met, with regard to:
  • Code of Conduct/HR Policies and Processes
  • Key Performance Indicators (KPIs)
  • On-Boarding / Induction of new staff
  • Performance Review schedule and adherence
  • Performance Management and discipline cases
  • Attrition and performing Exit Interviews
  • Attendance
  • Client coordination and continued Process Improvement
  • Create a safe, positive and vibrant place to work and to ensure employee well-being
  • Establish a positive, supportive and collaborative work environment and develop programs to maintain an on-going excellent organisational culture
  • Deliver solutions to challenges affecting the success of the Client


POSITION REQUIREMENTS:
  • Candidate must possess a Bachelor's Degree in Business, Marketing, Economics or related fields
  • At least three (3) years of Managerial experience preferably in a start-up, ecommerce, or SaaS company you are someone who loves driving change in a fast-paced environment
  • Previous work experience in a BPO/Offshoring company is preferred
  • Experience with processes development, program/project management; experience working in a support organisation or for organisations known for their customer support
  • Data/Analytics experience and must be knowledgeable in the use of MS Excel, Zendesk, or related CMS tools
  • Must have hands-on experience in team management with proven track record in client relations management
  • Background in Philippine Labor Laws / HR governing policies is an advantage
  • Must have strong verbal and written English communication skills with excellent comprehension skills
  • Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
  • Exceptional time management and work prioritization skills with the ability to switch between issues as required
  • With proven planning and leadership skills and must be detail-oriented
  • Strong commitment to service and a flexible can-do attitude to respond to client and business needs
  • Exhibits a high degree of professionalism
  • Ability to multitask and remain calm under pressure and stress
  • Takes initiative and deliver solutions
  • Must be willing to work in Bonifacio Global City, Taguig City; morning/mid shift
 
About Company

Diversify Offshore Staffing Solutions is an Australian owned company, working with medium, large and listed businesses in Australia, the US, Canada, and New Zealand to provide access to digitally-empowered global workforces in the Philippines.

We were born from a desire to empower organisations through cost effective, sustainable workforce solutions. We know that businesses who capitalise on a strategic offshoring solution are better equipped to scale up their operations, expand their capabilities, engage talent they may not have had access to before, and allow local employees to focus on growth related activities.

Our Vision

To inspire organisations to think globally, act globally and embrace the digital revolution by engaging flexible global workforces to grow and empower their business.

Diversify leverages the global marketplace to deliver strategic business solutions that drive growth and efficiency. We aspire to lead organisations to consider their workforce development differently by thinking outside the box of traditional approaches to growth and operational efficiency.