Team Leader | Customer Service

Team Leader | Customer Service

2-3 years
Not Specified

Job Description

Job Description

At Emapta, saying We're a Family means we're also your second home at work, and our ratings prove it!




Our goal is to build your local careers with global impact, so you can achieve your ambitions and full potential without the need to work abroad.
  • Directly manages employees
  • Deputise for Performance Manager in their absence
  • Lead by example to improve customer service/experience
  • Drive company values and culture change and strategy
  • Communicate with Performance Manager and agents to solve outstanding issues
  • Support and assist colleagues to achieve agreed objectives driving them to high performance
  • Maintain compliance with company and CCC Policies/Processes.
  • Understand and drive the CCC Strategy.
  • Handle and resolve contact escalations from customers when required
  • Deliver training to new and existing colleagues of all levels of new or existing products, procedures or processes.
  • Deliver coaching, training and performance improvement plans to drive and maintain high performance.
  • Drive and motivate employees through CCC reward and recognition program.
  • Maintain staff uniform, headsets, equipment and lockers.
  • Ensure effective delivery of any induction programme that is used in the CCC for new joiners.
  • Be involved in initiating and conducting formal and informal disciplinary meetings to maintain integrity with the company policies and procedures
  • Ensure a Team Leader is rostered on duty 24/7, covering shortfalls when required.
  • Employee Engagement Survey survey process well managed and action plans built with Performance Manager and maintained.
  • Full support of the CCC Contact Reduction strategy/project.
  • Complete weekly, monthly and any ad hoc reporting for Performance Manager.
  • Complete weekly and monthly performance updates for direct team.
  • Complete effective performance reviews with direct reports with effective PDP's.
  • Responsible for the effective management of the operation, especially at times when support functions are not in the office.
  • Act as a Fire Marshal or other level of responsibility in times of disruption/emergency.
  • Drive Contact Centre Service Levels through floor walking, real time monitoring and effective management.
  • Drive high performance of quality using CCC quality guidelines.
  • Carry out different internal interviews with direct and non-direct team members, following policy guidelines and maintaining integrity with all company rules
  • Support with recruitment activities both for the CCC and other areas of company when required
  • Maintain performance of advisor role and spend targeted amount of time each month doing this role.
  • Ensure accurate, clear and efficient Incident Escalation process is followed.
  • Can demonstrate a sufficient understanding of the compliance for people related policies and procedures (i.e. new starter/leaver, immigration checks).
  • Has the ability to support other areas when required out of their span of control.
  • Responsible for the overall people management of all colleagues who report to this role.

  • At least 2-3 years of experience as a Team Leader in a call center environment
  • Excellent communication skills both written and verbal
  • A proven track record of managing staff and delivering results
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
  • Ability to plan, multi-task and manage time effectively
  • Strong report writing and record keeping ability
  • Good computer and database skills
  • Experience of working in a fast-paced business environment, an advantage if from the parking industry
  • Can do, results-orientated, energy, self-motivation, optimism
  • Strong team-orientation - with individual accountability
  • Honesty, integrity.
  • Excellent team worker and relationship builder, with internal parties and with customers
  • Ability to drive the customer experience
  • Ability to work independently
  • Strong internal and external customer focus

  • Above average industry standard compensation package
  • Midshift - Shifting Schedules
  • Work Onsite
  • Prime location inBaguio Cityand access to top-of-the-line facilities and technologies
  • HMO coverage including 1 dependent or Mutual Fund Benefit upon regularization
  • 20 Leave credits per year consumed at your discretion with up to 5 days commutable to cash
  • Exposure to world-class, high-level management from foreign direct superiors
  • Employee engagement activities

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