Non-Voice Team Leader

On-site - Pasig 1-3 Yrs Exp High/Senior High School Full-time

Job Description

• Supervise and guide a team of non-voice customer service representatives.
• Monitor and evaluate team performance to ensure quality service.
• Handle escalated customer inquiries and resolve issues promptly.
• Train and develop team members for improved performance.
• Create and manage schedules to ensure coverage and meet service levels.
• Analyze performance metrics to identify areas of improvement.
• Develop and implement strategies to enhance customer satisfaction.
• Coordinate with other departments to resolve complex issues.
• SHS Grad/ Bachelor's degree or equivalent experience in a related field.
• Proven experience in a supervisory/SME role within BPO customer service.
• Strong understanding of non-voice communication channels.
• Excellent verbal and written communication skills.
• Ability t...