Function: Operations
Job: Team Leader
Location: Cebu City
Reporting to: Sr. Group Leader / Operations Manager

• Responsible for managing team of associates
• Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs
• Motivating associates through effective management, career development and implementation of reporting mechanisms
• Liaison with other areas of the company affecting technical support.
• One on One Relationship management
• Analysis of reports including process dashboards and team performance reports.
• Initiate appropriate action plans and trainings
• Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
• Mentor and assist new hires
• Handle customer complaints and provide resolution for escalated calls
• Keep oneself and ensures one's team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Ensure that all company information which includes customer information are kept confidential and secured

• Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader
  
• Should have patience and not be overawed by difficult situations
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with good problem solving approach.
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal & external customers
• Ability to exercise managerial judgment and perform as a mentor
• Demonstrated Customer Service Skills
• Situation handling skills
• Amenable to work on rotational shift