Team Leader [Customer Service]

We are looking for Team Lead [BPO INDUSTRY] who is willing to work onsite - Cebu City Office

JOB SUMMARY:
The Team Leader (CSR) is responsible for the team assigned, securing the day-to-day operations - attaining goals and quota of the department (team). They are to stabilize the "team" especially the schedules (weekly, monthly/quarterly).

DUTIES:
• Manages the functioning and day-to-day activities of the customer service team.
• Able to operate under pressure, in attrition & shrinkage.
• Ensure that the company is represented well to internal clients (our employees), and external clients (and their customers).
RESPONSIBILITY:
• Establish precise targets [goals] and KPIs for the customer service team.
• Team Management
• Employee Retention
• Partners with the department head to ensure staffing and production remain favorable.
• Take overflow calls

REQUIREMENTS: (required)
o Bachelor’s Degree in Business Management, Business Administration, or related field
o Proven work experience as a team leader for Customer Service of 2 years
o In-depth knowledge of KPI for Customer Service

SOFT SKILLS: ? Leadership
? Communication
? Teamwork
? Problem Solving [Decision-Making, Analytical]
? Interpersonal Skills
? Creativity
? Adaptability | Flexibility
? Emotional Intelligence
+
HARD SKILLS:
? Microsoft Office
? KPI
? Training and Development