Team Leader | Customer Service

Team Leader | Customer Service

EMAPTA
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!

4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

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.


Requirements
  • 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


Benefits
  • 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

Job Details

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Function:

IT

About EMAPTA

Job Source : careers.emapta.com

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