Team Lead - Sales Account (Cebu)

Work Arrangement: Work Onsite daily

Shift Schedule | Restdays: US Business hours (9pm is the earliest) | No fixed rest days

Responsibilities:

• Responsible for coaching, shadowing and supporting their agents directly. effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
• Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the teams performance to continuous KPI achievement
• Managing day-to-day operations ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
• Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
• Able to adjust messaging to different target audiences (agent, Ops Manager, ) with to-the-point communication.

Requirements:

• Minimum 12 months of experience in managing teams for contact center services
• 2-4 years of overall Experience.
• College Graduate / College Undergraduate (atleast 2nd year completed units)
• Experience and knowledge in people management
• PC basic knowledge, typing on PC using keyboard shortcuts
• Communication skills
• Microsoft office (Outlook, Word, Excel)
• Hospitality industry customer care experience is a PLUS