As Sr. Team Leader, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy. As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

A SNAPSHOT OF YOUR ROLE

  • Organizes various team building activities

  • Gauges agent’s understanding on program updates

  • Implements rewards and recognition programs

  • Ensures open lines of communication for 2-way information flow between leaders and agents

  • Hosts development planning and goal-setting discussions with agents – Campaign Scorecards and KPI’s

  • Implements PIP for agents exhibiting performance challenges

  • Performs teaching-sessions to improve agent technical skills

  • Provides recommendations for agent promotion

  • Handles escalated calls to ensure customer satisfaction and issue resolution

  • Researches answers to difficult questions posted by agents

  • Analyzes performance data and establishes action plans to improve performance

  • Validates QA evaluations

  • Validates Agent Scorecard data

  • Conducts individual goal-setting sessions with agents

  • Reviews and analyzes trending information to develop action plans

  • Conducts weekly / bi-weekly performance reviews and agent development planning discussion

  • In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc

  • Tracking and Acknowledgement funds, budget and incentives rolled out to the teams

  • Ensures accuracy of submitted attendance record and schedules of the team

A BIT ABOUT YOU

  • Have experience in the field of customer service

  • Professional experience as a Team Leader in a call center environment

  • Demonstrate strong written and verbal communication skills in English

  • Be proficient and experienced in Windows workstation and server environments

  • Strong Leadership skills

  • Good Problem-solving/decision making skills

  • Prior experience in the telco industry is a plus

  • Prior consultant experience in assisting customers with account/subscription inquiries/concerns

  • Experience in driving customer satisfaction and first call resolution

  • Business Ethics / Modelling Company Core Values

  • Building and Sustaining a Highly Motivated Team

  • Planning, Organizing and Executing

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