Team Lead Collections / Onsite / Taguig / ASAP

Summary/Description:

Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Key Qualifications:
Amenable to work in shifting schedules.
Amenable to work ONSITE (TAGUIG).
Able to start ASAP

General Knowledge & Skills:
Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:
Minimum experience of 4 years with customer service in the BPO/BPM industry
Bachelors degree in any course
A minimum of 1 year in the role of a Team Leader.
Willingness to work in rotational shifts

Job Responsibilities:
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the teams requirements
Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects