Team Lead – BPO/Call Center (Work from Home with equipment provided) ID-1041

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INFINITY SUPPORT PHILS., INC. is one of the leading outsourcing companies in the Philippines established May of 2010. It has a full infrastructure to handle all media of support, offering full 24×7 voice/phone, email, and live chat, specializing in software and systems administration.

JOB DESCRIPTION:

The Team Lead is a multi- skilled training expert who supports launches, ramps and other training events as required by the company and its partners/clients.

DUTIES & RESPONSIBILITIES:

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  • Overall accountability for assigned programs including SLAs, service delivery, KPI attainment and client satisfaction.
  • Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses; managing process improvement and quality assurance programs.
  • Accomplishes objectives by communicating job expectations, coaching employees; planning, monitoring, and enforcing policies and procedures.
  • Actively monitor quality and customer satisfaction to ensure performance targets are achieved.
  • Internal and external reporting requirements on action planning for key business objectives.
  • Evaluate performance of direct reports and provide coaching and development.
  • Ensure profitability for programs by managing resources appropriately.
  • Communicate with clients regularly to ensure visibility and partnership.
  • Overall responsibility for Supervisors and in some cases, team leads that are responsible for managing the day-to-day operations of a team of agents handling customers’ questions and issues.
  • Conduct client weekly, monthly and quarterly performance reviews.
  • Foster a culture of open and honest communication with employees, client, peers and management.
  • Management of any client escalations relating to the operational team’s performance

QUALIFICATIONS:

  • One to two years progressive experience in a contact center environment
  • Successful experience as a Team Leader, Mentor, and/or as a Training professional
  • Excellent verbal and written communication skills for training delivery; must have a dynamic and engaging classroom presence; must be able to write in a grammatically correct, clear and concise manner.
  • Strong organizational and problem resolution skills
  • Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
  • Strong interpersonal skills, the ability to perform effectively as member of a team.
  • Ability to lead teams and measure individual performance
  • Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
  • Ability to creatively use resources and adjust to changes quickly and professionally
  • Ability to work independently with minimal supervision, but also in a team environment
  • Strong attention to detail
  • Ability to work multiple shifts as required
  • Handled technical account in a BPO environment is a PLUS

Job Type: Full-time

Pay: From Php35,000.00 per month

Benefits:

  • Paid training
  • Work from home

Schedule:

  • 8 hour shift
  • Shift system

Supplemental Pay:

  • 13th month salary
  • Performance bonus

Application Question(s):

  • For device logistics purposes- Are you currently residing within Metro Manila? (Or Greater Manila Area)

Experience:

  • BPO: 1 year (Required)
  • TEAM LEAD IN BPO: 1 year (Required)

 

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