BPO - Team Leader

QUALIFICATION:

• College graduate in any field is preferred; or completed at least 2yrs in college with no back subjects
• Minimum of 2 years experience in call center, technical and/or customer service environment
• Minimum 2 years relevant working experience as BPO Team Leader
• Amenable to work onsite (Taguig City)
• Amenable to work on a shifting schedule, weekends and holidays.
• Knowledgeable in using PlayStation

KEY JOB TASKS:

• Use performance data to coach and improve the agents
• Manage by walking around and answer agents’ queries, approval on account changes, application of any related contact transactions
• Listen and review types of interactions performed by the agents for improvement purposes
• Validate any information requires to be sent to customer for accuracy and comprehensiveness purposes
• Handle escalated transactions from clients/customers/team members