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Team Leader for Back Office and Voice
Team Leader for Back Office and Voice
Team Leader for Back Office and Voice
Date Posted:
2011-03-23
Call Center Company: Firstsource Solutions
Description:
Firstsource Solutions is looking for individuals who are qualified for the position of Team Leader for Back Office and Voice.
Successfuly applicants for Team Leader for Back Office and Voice will have a great career in Firstsource Solutions.
Responsibilities:
Primary Responsibilities are related to managing a team of 15-18 associates:
1-on-1 coaching/side by sides
Providing guidance and positive reinforcement
Reinforce new and/or changing behaviors
Drive metrics and performance
Cover the call center floor throughout the shift; answer associates inquiries and escalate issues to management when necessary.
Record associates interactions; identify trends, root causes, and improvement opportunities. Communicate regularly to Team Managers.
Provide positive & constructive feedback daily to all assigned associates on behaviors, individual results, Coaching Form process & trends.
Provide clear, consistent educated direction to all associates
Requirements:
1 -3 years supervisory experience with a BPO, credit card experience an advantage.
Experience in either customer service or back office line of business, in a supervisory capacity.
Excellent verbal communications skills; able to deliver feedback effectively and express thoughts concisely.
Excellent people leadership skills – ability to achieve results via effective coaching and leadership.
Forward thinking and pro-active
Call Center Directory advises to all job seekers to apply as walk-in applicant for Team Leader for Back Office and Voice job opening of Firstsource Solutions.
You can apply at the following Firstsource Solutions location(s):
Firstsource Alabang
Firstsource Solutions Alabang
6th Floor, Firstsource Buliding, Plaza D,
Northgate Cyberzone, Filinvest Alabang
Muntinlupa City Philippines
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