URGENT! Call Center Team Lead| Teleperformance - Rockwell

Posted 3d ago
  • Responsible for direct supervision of 15-18 agents
  • Responsible for the attainment of client set goals, efficiency targets and overall team performance
  • Performs consistent and affective coaching sessions to address performance gaps
  • Analyzes agents performance and develops action plan to bridge gaps
  • Conducts regular performance management to improve challenged members of the team

Skills Required:

  • Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or
  • Bachelor\'s/College Degree in any field.
  • Open to shifting, flexible in terms of work hours, and working on holidays
  • Strong performance management background
  • Excellent coaching skills
  • Can work under extreme pressure
  • Possess above average English written and verbal communication skills
  • With demonstrable track record in achieving targets and improving agent performance
  • Service and customer-focused
  • Strong analytical skills; very detail-oriented
  • Strong decision-making and problem-solving skills
  • Knowledgeable in call center tools and processes

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Employer questions

Your application will include the following questions:
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a Contact Centre Team Leader?
  • Have you worked in a call centre before?
  • Do you have customer service experience?
  • How many years' experience do you have in BPO operations?

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