Team Leader

Company: Concentrix
Work Location: Amethyst Building, Damosa IT Park, Lanang, Davao City


Job Description 

Roles & Responsibilities

• Manage a team of approx. 15 Technical Support Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
• Strong background in TSR and process.
• Manage and strengthen Client Relationship.
• Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations
• Manage team performance and responsible for the overall development of the team
• Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the projector lateral movement.
• Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
• Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
• Responsible for daily, weekly, monthly reporting to Clients as per their requirement.

To apply, follow this link http://bit.ly/2D1YKI4