Technical Team Leader

Datamatics Careers- Philippines


Date: 1 week ago
City: Cebu City
Contract type: Full time
  • The TEAM LEADER is responsible for managing a team of ambassadors whose focus is to provide great technical customer experience.
  • Responsibilities include but are not limited to: Improve ambassadors performance by providing coaching, real-time feedback and facilitating developmental activities. He or she will also be accountable for customer and client escalations, agent productivity and is expected to be the main subject matter expert to his team.
  • Primary Responsibilities:
  • Transfers client-specific knowledge to ambassadors to ensure high quality service, increase in upsell, and retention rate
  • Works closely with managers, client SMEs and ambassadors to assess opportunities, generate action plans, and meet targets set by the clients
  • Provides daily, weekly and monthly team performance reports
  • Monitors calls and identifies improvement opportunities as topics for continuous and consistent training and coaching sessions
  • Participates in the development, implementation, and update of training content
  • Ability to logically assess difficult situations in a timely manner and provide solutions while prioritizing employee, client and customer satisfaction
  • Creates departmental correspondence and reports and responds to customers through verbal and written communications
  • Coordinates work and vacation schedules of team members


Qualifications:

  • At least 2-3 years in BPO handling Technical agents
  • Strong background in Customer Services, Technical Sales
  • Knowledge in using Zendesk, Live Person and other Helpdesk related applications.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Nurse

Dynata, Cebu City
19 hours ago
Provide basic health care to employees and assist the company doctors. This also includes providing first aid procedures/treatment for injured/sick employees (Coordinate the health & safety of employees by ensuring safety standards are met and identity any potential safety hazards in the work environment. This includes incorporating health promotion strategies to minimize absences due to health reasonsManage medical records and...

Travel Support Agent – Competitive Salary

Work Avenue and Business Solutions Incorporated, Cebu City
2 days ago
Qualifications:The perfect applicant for the Travel Support Agent position would be a recent high school or senior high school graduate (with a diploma or certificate), exhibit outstanding communication skills, know how to use the internet with some basic ease, and be available to work long hours, weekends, and holidays. It is not necessary to have previous work experience, but immediate...

Client Success Specialist | Up to PHP50K

GoTeam, Cebu City
3 days ago
GoTeam is looking for a Client Success Specialist who will be responsible for cultivating relationships with GoTeam’s clients to ensure their satisfaction and success. He/She will serve as the client’s main point of contact for any inquiries and issues and shall proactively support and guide the client to reach their goals.What You Will DoClient Relationship Management:Cultivate and nurture relationships with...