Senior Group Lead

Job Description
Deputy Manager

Job Band Level: B3

Cebu City

Roles & Responsibilities
- Responsible for managing team of TLs.
- Responsible for maintaining various matrices defined by the client.
- 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 team through effective management, career development & 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, team performance reports, initiating appropriate actions plans & initiate 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.
- Should have patience and not be overawed by difficult situations.
- Handle customer complaints and provide resolution for escalated calls.
- Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction.
- 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.

Desirable Skills
- Graduate of Any Course.
- With 4-6 years relevant work experience.
- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.
- Excellent verbal & written communication & presentation skills.
- Good interpersonal and people management skills with good problem solving approach.
- Expert knowledge of service procedures.
- Good analytical skills for MIS, number crunching & reporting to internal and external customers.
- Ability to exercise managerial judgment and perform as a mentor.
- Demonstrated customer service skills.
- Leadership skills.