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Team Leader (2009-09-08)

Call Center Company: APAC Customer Services Inc.

Description:
APAC Customer Services Inc. is looking for individuals who are qualified for the position of Team Leader. Successfuly applicants for Team Leader will have a great career in APAC Customer Services Inc..

Provide developmental feedback and on-going training to CSR based on call monitoring and tracking productivity scores.

Directly supervises CSR's.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Maintain team motivation through continuous feedback, positive reinforcement, and incentive contests.

Manage performance on specified programs to defined company and client standards.

Resolve customer concerns.

Monitor and enforce CSR schedule adherence and timely and accurate account of payroll hours.

Update Daily Rosters with schedule exceptions throughout the day. (This information is returned to the Data Analysts to ensure payroll and schedule adherence is recorded properly).

Identify areas of opportunity within the teams(s) to develop and implement comprehensive action plans.

Provide Operations Manager with documentation that supports the progression of a CSR on action plans.

Analyze performance through report generation, logging, and accurate tracking of call statistics.

Provide feedback to Operations Manager, Account Executives, and Trainers on areas to improve productivity and procedures.

Disseminate program updates in a timely manner.

REQUIREMENTS:
- At least a Bachelor's/College Degree in any field.
- At least 5 years of working experience in a call center environment. Minimum 2 years in a supervisory role.
- Applicants should be Filipino citizens or hold relevant residence status.