Team Lead

Essential Duties & Responsibilities include the following:Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)Reviews agent performance results daily to ensure all goals are met or exceededIdentifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedbackMonitors and assesses employee calls to drive performance improvement plansEnsures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectationsBe hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performanceTeaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goalsAttends assigned Leadership CalibrationsAssists and tracks agent password resetsAssists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)Administers HR and Department policies as instructedConducts annual reviews/PACS/E-valuationPresents his/her team’s performance in a business review format either weekly or monthlySupports and enforces the following:o Code of Conducto Compliance Requirements and Procedureso Dress Codeo English Only Policyo Attitude/Behavioro Integrityo Call HandlingDrives teamwork and team performanceCreates, implements, and supports call center initiativesOrients newly assigned members and establishes team mentor/buddiesPerforms other assigned/related duties within the center as directedEducation & ExperienceMust have experience in coaching and managing CSAT performanceMust have at least 1 year Team Lead experience in a BPO settingPreferred background in Technical Support and Customer Service, with experience supporting consumer electronics (smartphones, tablets etc), software, and related services.Must be amenable to work in our MOA/Pasay site and in a nightshift schedule