Responsibilities:

• Handles escalations and helps customers and end-users as requested
• Remains available, approachable, and visible throughout the day to mentor, assist and coach the team as required
• Utilizes key performance indicators to coach, develop and improve the performance of team members
• Conducts regular meetings with staff to communicate team as well as Service Center related changes and updates
• Provides staff members with performance goals and regular feedback in support of departmental goals
• Writes and delivers periodic and annual (formal) performance evaluations in accordance with prescribed timelines
• Coordinates training to support developmental needs identified through performance evaluation vehicles and assists in the development of training, educational and reference materials
• Works collaboratively with peer managers and support personnel (WFM and QA) to ensure that department processes, procedures, practices, and performance measures and evaluations are consistently applied and managed across the entire Service Center
• Initiates, completes, and monitors progress of projects assigned
• Coordinate and facilitate problem solving across functional departments to ensure customer issues are properly addressed while protecting the integrity of TCS Client and its programs.
• Identifies needed areas of change and makes recommendations to improve operational practices
• Assists with the development of departmental guidelines, procedures, and practices
• Assists in the selection process for filling Service Center job vacancies
• Performs other, related work as assigned.

Qualifications:

• Bachelor’s degree
• 4 plus years operational experience working in a customer service call center environment
• Minimum 1-2 year of Team Leader experience in call center.
• Ability to work collaboratively and partner with staff, employees, peers, leaders,
• Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills
• Effectively leads, motivates, and provides constructive feedback and direction
• May be required to work off hours and be on call 24/7.
• Strong communication skills, including communications with peer, staff, customers, and upper management

Good-to-have:

• Strong leadership and people management skills
• Experience in the Telecom industry and/or Australian geography
• Strong results orientation and decision-making skills (driving to deadlines, financial targets, project goals, etc.)
• Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills
• Broad business knowledge and experience
• Ability to manage multiple priorities simultaneously
• Ability to work independently

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule