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Team Leader - CS/Sales (Voice/Chat) in Quezon City at Afni, Inc

Date Posted: 11/30/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Commonwealth Ave. Diliman Commercial Complex
    Quezon City
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:
    11/30/2018

Job Description

Afni Philippines is hiring a Team Lead to support our company in Commonwealth Avenue, Quezon City. In this role, you will be using your leadership skills in supporting the development of a team of call center representatives. You will be handling supervisor duties and will be responsible for implementing strategies to drive on a daily basis.

As an Afni Team Leader, you will:

  • Lead and guide a team of call center representatives by conducting performance coaching and feedback.
  • Perform supervisory functions that drive motivation through guidance and apt mentorship.
  • Manage daily workflow by addressing attendance or scheduling challenges.
  • Continue supervision of productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
  • Handle the monitoring of client calibrations and quality related coaching & feedback.
  • Utilize the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance.
  • Formulate recommendations or action plans and provide ongoing training for performance improvement.
  • Execute recovery strategies to achieve Afni's objectives and individual/team goal attainment.
  • Prepare and deliver informal and formal counseling on the team's job performance, behavior and quality issues.
  • Report performance results for assigned team and prepare appropriate documentation for quarterly and annual reviews.
Requirements Minimum Qualifications:
  • Have earned a Vocational Diploma / Short Course Certificate or Bachelor's/College Degree of any field.
  • Have handled the same position for at least 1 to 2 years in the BPO industry
  • Preferably with experience handling a Telco Customer Service Account
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.
  • Experience on handling sales campaign is also an advantage.

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