We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Team Lead, your role is vital in keeping our customers and employees happy and contributing to our organization’s growth and success.

A SNAPSHOT OF YOUR ROLE

  • Experience in achieving results when leading a team in a fast paced environment
  • Demonstrated success in producing a high performing team through effective coaching and development.
  • Confidence in adapting to the changing skills in a fast paced environment
  • Has solid experience in the Customer Service field specifically in the BPO industry
  • Ability to learn quickly and retain appropriate levels of knowledge
  • Ability to challenge the status quo and clearly voice solutions to issues
  • Excellent time management skills
  • Well-developed verbal and written communication skills
  • Sound problem-solving and decision making skills
  • Creativity, high energy and a drive to succeed
  • Has leadership experience in the BPO industry
  • Flexibility to shifting schedules

A BIT ABOUT YOU

  • Positive work approach and attitude
  • Strong verbal and written communication skills
  • Creativity and problem-solving skills
  • Effectively manages time and shows the ability to prioritise workload
  • Ability to liaise and communicate with client, Team Leaders and Management team and confidently makes recommendations
  • Direct selling experience desired but not required
  • Advantage to have an interest in health and wellness products/industry.

    QUALITY MONITORING
  • Evaluate calls against published call procedures and quality metrics; also evaluate emails, and tickets handled.
  • Advocate compliance to the program standards and procedures
  • Be a point of reference for quality evaluations
  • Regularly review and maintain the frontline quality evaluation guidelines and associated tools
  • Review QA evaluations and provide feedback to agents based on these evaluations. Also provide feedback to QA for any discrepancies noticed.
  • Update the QA guidelines with the help of the QA team.

    PERFORMANCE MANAGEMENT
  • Facilitate performance planning, reviews and development plans for all team members
  • Manage team members’ adherence to roster, company policies, procedures, KPIs and targets

    COMMUNICATION
  • Organise and facilitate team meetings to provide effective communication to, from and within the team
  • Organise and facilitate team engagement activities to promote camaraderie and sustain teamwork and team bonding
  • Ensure efficient and effective dissemination of information and communication to team members
  • Vary communication techniques and methods to reach all audience learning preferences

    COACHING
  • Provide coaching and feedback to team members at least once per agent/week
  • Celebrate success and take action on team member’s challenging areas
  • Create effective action plans based on the RCA done
  • Receptive to feedback and coaching provided by his/her superior; works on improving his/her AFIs

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