Team Leader for Awesome CX by Transcom- Davao

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Team Leader for our Awesome CX by Transcom Davao site. This role focuses on managing and leading a team of employees. Leading the day–to-day planning, operation and problem-solving of a team to meet with the required service level components, standards, and client targets. Offer creative solutions to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents. Provides help to management, including hiring and training, and keeps management/client updated on team performance.

Join our Awesome CX by Transcom Family as a Team Leader

• Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance & punctuality) of team members
• Monitor team members, participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed
• Train new employees in company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
• Coordinate with HR Department in relation to team members’ leave application forms, incident reports, coaching logs, overtime trackers, and other internal documentation
• Communicate about the company's account goals, policies, safety practices and deadlines to the team
• Create an inspiring team environment with an open communication culture
• Listen to team members’ feedback and resolve any issues or conflicts
• Perform other tasks that will be assigned to, from time to time

What we are looking for:

To be successful in this role you must…

• Prior experience as a Team Leader is a plus
• Ability to manage a team and provide coaching and trainings in order to improve team performance
• Strong attention to detail
• Excellent verbal and written communication skills
• Flexibility to quickly shift between tasks and roles based on operational needs
• Ability to manage and prioritize multiple tasks