Customer Service Team Leader

Location

Manila, Metro Manila, Philippines

Salary

Not specified

Company

Akash pawar

Job description

Role & Company / Project Overview Leaders in Motion Resources Inc. is urgently hiring a Customer Service Team Leader based in Sta. Mesa, Manila. This role is responsible for assisting in the development, creation, and implementation of call center quality processes and procedures, making recommendations for improvements to training materials as needed to improve the overall customer experience, and participating in the design of call monitoring formats and quality standards. Key Responsibilities & Daily Duties - Monitors orders and provides trend data to the Client. - Handles daily operations including uploading of leads, assigning tasks to agents, monitoring agent hourly performance, and downloading hourly statistics and reports. - Provides actionable data to various internal support groups as needed, including third-party IT support teams for the dialer. - Provides regular operational feedback to the call center manager and overseas client to improve overall operations. - Creates and analyzes internal and external quality reports for review by the overseas client. - Carry out any other responsibilities that may be assigned. Required Qualifications, Skills & Experience - Must be knowledgeable in Microsoft Excel, specifically Vlookup and Pivot Tables. - Experience in call center operations, quality monitoring, and lead/dialer task management. Working Hours, Shifts & Location Details - Location: Sta. Mesa, Manila, Philippines. - On-site working arrangement. - Availability to Start: ASAP. Compensation & Benefits - Standard employment benefits as applicable. Application Instructions - Interested candidates should submit their updated CV and resume for review.