Job Description:
Job Title: Team Leader
Nature of the Account: Travel
Location: 100% Onsite in Manila
Work Shift: US Business Hours
Type of Support: Voice Support
Salary: Up to PHP 38,000 (Open for Negotiation)
Job Description:
We are seeking a dynamic and experienced Team Leader to join our team, supporting a Travel account. This is a 100% onsite position based in Manila, where you will oversee a team providing voice support during US business hours. The ideal candidate will have a proven track record as a Team Lead, particularly in collections, and a passion for delivering exceptional service to customers.
Key Responsibilities:
- Lead and manage a team of agents, ensuring they meet key performance metrics and quality standards.
- Provide guidance, training, and motivation to the team, fostering a positive and productive work environment.
- Monitor and evaluate team performance, offering feedback and implementing performance improvement strategies.
- Handle escalations and resolve complex customer issues in a timely manner.
- Ensure adherence to policies and procedures while delivering superior voice support services to clients.
- Drive team productivity and ensure consistency in service delivery during US business hours.
- Conduct regular team meetings and one-on-one coaching sessions to support employee development.
- Maintain clear and effective communication with clients and stakeholders.
Qualifications:
- College Graduate or Undergraduate (2nd Year Completed)
- Minimum of 2+ years of experience as a Team Leader, preferably in a customer support environment.
- Must have Collections Experience.
- Excellent verbal and written communication skills in English.
- Strong leadership and interpersonal skills, with the ability to motivate and manage a team effectively.
- Ability to handle customer complaints and resolve issues efficiently.
- Detail-oriented and able to work independently as well as part of a team.
How to Apply:
If you meet the qualifications and are ready to take on a leadership role in a fast-paced environment, send your updated CV to deborah@gratitudeindia.com.