Customer Service Team Leader

Job Details: 100% on-siteOffices are in Ortigas and BridgetowneIn-house job with good salary and benefits packageKey ResponsibilitiesManage Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperationCoach direct reports on Team Members performance on a regular basis to ensure performance metrics are achievedIdentify performance related issues, develop an action plan for improvement, implement corrective action, and recommend employment status changes, including termination.Provide subject matter expertise in handling escalated customer calls as neededManage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.Stay current on internal work processes, policies and procedures. Attend required manager development training.Supervise a group of call center associates including work and attendance monitoring in accordance with the Company‘s policy and applicable legal requirements.Complete shift-wide projects that aim to increase productivity, quality or other KPIs.QualificationsBachelor's Degree preferred.At least 2 years relevant experience.Strong communication skills, both written and verbal.Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.Demonstrated ability to mentor, coach and provide direction to a team of employees.Work well under pressure and follow through on items to completion.