May 8, 2023

Operations Team Leader - Dumaguete City

Manage and develop a team of Customer Service Representatives
Ensure the company production goals are met
Create a work environment that is conducive to long-term employment and employee satisfaction
Manage voluntary attrition of team encouraging ownership of CSRs and proactively discussing issues and providing feedback
Analyze call volume statistics for service levels and schedule adhere and to monitor agent calls for quality and professionalism
Understand and be committed to the short and long-term direction of the company
Create unique ways to reward exceptional behavior or employee performance, besides the methods used by the company
Manage employee attendance within company guidelines
Ensure high morale within the team

Bachelor's Degree preferred but not required
1 – 2 years of successful supervisory experience
Prior customer service contact center experience
Ability to work well under pressure
Effective written and verbal communication skills
Ability to analyze and creatively solve problems in a fast-paced environment
Prior training preferred
Ability to lead, direct and motivate a team of CSRs to meet performance objectives
Excellent time management skills
Ability to multi-task
Must be willing to work in Dumaguete City