Project Coach/ Team Leader

Quezon City
Posted 3 years ago

Position Purpose:
The Project Coach is responsible for entry level supervisory duties and the support and development of Customer Service Representatives. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.

Essential Functions and Responsibilities:

  • Utilizes the Company’s Coaching Model to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans. Provides ongoing training for performance improvement.
  • Executes Recovery strategy to achieve the company’s objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
  • Performs supervisory functions that include the mentoring and motivating of Collectors as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
  • Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills):

  • Bachelor’s Degree or completed at least 2 years in college
  • At least 1 to 2 year(s) of confirmed Team Leader experience handling any of the following Line of businesses:
    • US Telco Sales Chat
    • US Telco Sales Voice
    • US Telco Customer Service
  • Strong command of the English language both spoken and written
  • Possess strong problem-solving skills, leadership, professional maturity, communication skills and ability to work independently
  • Amenable to work onsite – Quezon City site.
  • Amenable to work in shifting schedule
  • Standard Salary: Php 36,000 Basic Pay plus Php 5,000 total allowances.

Job Features

Job CategoryCall Center Operations, Team Leader

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