XTN-5CF4223 | TEAM LEADER (CLARK BASED)

Team Leader : Tier 1 Support

 

The Company:

Contact 121 is an Australian-based BPO/Call Centre with over 20 years operational experience, and have been operating in the Philippines since 2012.

 

The Role of the Team Leader:

This position supervises the daily operations of the contact center. Through leadership, training and development and organization of contact center personnel, this position will ensure client requirements are achieved and resources are maximized to the full potential. Additionally, this position will coordinate with internal project team members to ensure successful case launch and management priorities are maintained in the contact center.

 

The Role of the Agents:

The agent role involves answering calls from US citizens calling, generally in response to a potential data breach or legal case/situation, that may have affected them.

The Call Centre response will be to:

• Answer questions via provided FAQs and Knowledge Base, in English
• Where necessary escalate issues via a provided electronic form, in English
• Where necessary, make Outgoing phone calls

 

Required Experience:

Very good spoken and written English language skills and comprehension is required, as is previous successful experience and allocation to a similar role within the Philippines.

 

Minimum Requirements   

Education:

Bachelor’s degree, preferred but not required, or equivalent experience

Work Experience:

• Customer Service experience preferred
• Call center experience required
• Background in call centre management
• Team Leader experience (Minimum 2 years’ experience)

Skills & Abilities:

• Must understand call center demands and metrics.
• Strong communication skills in reading, writing, and speaking English
• Must have strong experience in the areas of coaching, performance management, staff development and direction, training, quality control, and document preparation. 
• Ability to communicate with Contact 121 corporate customer professionally

 

Essential Job Functions     

60%

Conduct weekly and monthly one on one's with direct reports to discuss objectives and provide clear path for success and areas for improvement when warranted.

15%

Responsiveness to office communication such as chats, and emails as required based on the urgency the response requires. This includes but not limited to administrative functions as assigned

10%

Review, audit, and approve timecards to prevent payroll and billing issues

5%

Review, analyze and discuss performance determine next steps

5%

Interview potential candidates as needed

5%

Facilitate/troubleshoot system issues for agents

 

Non-Essential Job Functions  

Conduct quarterly skip level meetings

Team engagement is defined as, but not exclusive of, staff check-in, staff recognition, encouragement.

Ability to hold accountability when expectations are not met

Participate in Calibrations as scheduled

Create and present monthly team performance

 

 

Shifts will be allocated according to our end client’s needs between 8pm and 10am Monday to Saturday PHT (ie 8m to 9pm US EST), excluding US Public Holidays.

 

Our customer’s realistic expectation are

·        “no negative feedback” 

·        95%+ Agent Attendance,

·        95%+ Agent Quality Scores.

 

What You’ll Do:

• Build expert and dynamic knowledge of the program, its procedures and provided FAQs
• Attend weekly or bi-weekly meetings with the client as required
• Ensure agent timesheets are completed correctly each day
• Provide supervision and direction and discipline to agents in conjunction with Program Manager/Operations Manager
• Build rapport with the team by engaging with them in an inviting, friendly and professional manner, to deliver exceptional experiences
• Respond quickly, professionally, and accurately to all end clients needs
• Meet daily personal/team qualitative and quantitative targets
• Maintain all correspondence through the appropriate channels according to the Contact 121’s procedures

 

What You'll Need:

• Strong communication skills, including active listening, understanding and clear articulation
• Ability to solve problems and alleviate conflicts or escalate tactfully
• Ability to multitask, manage time and competing priorities
• Able to work individually and as a team with intiative
• Background in Call Centre Customer Service/ Team Leader role
• Curious, tenacious, and proactive to be able to think independently

 

Requirements:

• Work from Office from:
• Clark, Pampanga
• Availability during the shift times noted above on an ongoing basis
• Very good spoken and written English
• Sound computer literacy and capability
• Your own stable and available home Internet connection
• Your own USB Headset

 

Our Values:

Customer First

Deliver exceptional Customer Service at all times, with a strong focus on First Contact Resolution, Accuracy and Adherence to Policies, Procedures and FAQs

No Negative Noise

Our customers trust and expect us to look after their customers and situations where there is No Negative Noise

Make It Happen

Drive to deliver results with the highest impact and be committed to follow through. Continuously optimise through collaboration to achieve the best collective outcomes.

Be Proactive

Take active steps and be the driver to improve things, for yourself, your team, and the customers we serve. Relish the opportunity and challenge if this leads you outside your normal scope.

Trust Facts Over Opinions

Decisions should be evidence-based. Assess situations fairly, using active listening, reason and logic - rather than unverified opinions wherever possible.

Stay Curious

Ask questions, challenge assumptions, learn from mistakes and be ready to leave behind what you thought you knew before.

Do More With Less

Both time and resources are finite. Balance your priorities and think strategically about how you can maximise your impact and the return on investment of your resources