INFINITY SUPPORT PHILS., INC. is one of the leading outsourcing companies in the Philippines established May of 2010. It has a full infrastructure to handle all media of support, offering full 24x7 voice/phone, email, and live chat, specializing in software and systems administration.
JOB DESCRIPTION:
The Team Lead is a multi- skilled training expert who supports launches, ramps and other training events as required by the company and its partners/clients.
DUTIES & RESPONSIBILITIES:
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- Overall accountability for assigned programs including SLAs, service delivery, KPI attainment and client satisfaction.
- Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses; managing process improvement and quality assurance programs.
- Accomplishes objectives by communicating job expectations, coaching employees; planning, monitoring, and enforcing policies and procedures.
- Actively monitor quality and customer satisfaction to ensure performance targets are achieved.
- Internal and external reporting requirements on action planning for key business objectives.
- Evaluate performance of direct reports and provide coaching and development.
- Ensure profitability for programs by managing resources appropriately.
- Communicate with clients regularly to ensure visibility and partnership.
- Overall responsibility for Supervisors and in some cases, team leads that are responsible for managing the day-to-day operations of a team of agents handling customers’ questions and issues.
- Conduct client weekly, monthly and quarterly performance reviews.
- Foster a culture of open and honest communication with employees, client, peers and management.
- Management of any client escalations relating to the operational team’s performance
QUALIFICATIONS:
- One to two years progressive experience in a contact center environment
- Successful experience as a Team Leader, Mentor, and/or as a Training professional
- Excellent verbal and written communication skills for training delivery; must have a dynamic and engaging classroom presence; must be able to write in a grammatically correct, clear and concise manner.
- Strong organizational and problem resolution skills
- Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
- Strong interpersonal skills, the ability to perform effectively as member of a team.
- Ability to lead teams and measure individual performance
- Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
- Ability to creatively use resources and adjust to changes quickly and professionally
- Ability to work independently with minimal supervision, but also in a team environment
- Strong attention to detail
- Ability to work multiple shifts as required
- Handled technical account in a BPO environment is a PLUS
Job Type: Full-time
Benefits:
- Flexible schedule
- Flextime
- Work from home
Schedule:
- 8 hour shift
- Flextime
Supplemental pay types:
- 13th month salary
- Performance bonus
Application Question(s):
- Are you within Metro Manila or Greater Manila Area?
- This post is a Work from Home set up until further notice. Are you amenable in WFH and/or Work-On-Site if need arises?
Experience:
- Team Lead: 1 year (Preferred)
- BPO: 1 year (Preferred)
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