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Team Captain

Description:

Essential Duties and Responsibilities

  • Manage and direct the Team Leaders and FTE’s daily activities, including creative resource planning and implementing call center strategies and operations.
  • Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
  • Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
  • Provide a career path for the Advisors who would like to level-up through an effective and comprehensive training plan.
  • Carry out needs, assessments, and performance reviews to officers.
  • Set and meet performance targets for efficiency and quality.
  • Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.
  • Practice and ensure compliance with all policies and procedures of the company.
  • Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
  • Coordinate with Recruitment, IT and liaising with the HR team.
  • Performs other duties as assigned.
  • Willing to be on a Temporary Work from Home Set up



Requirements:

  • Bachelor’s/College degree
  • 2-5 years of experience working as a Team Captain in a BPO industry.
  • With high-level initiatives, accountability, and self-motivation.
  • Strong customer service orientation.
  • She/he can build a productive and highly engaged work environment.
  • Maintain calmness and composed under tight pressure and provocations.
  • Ability to work independently and take responsibility for seeing things through to completion.
  • Attention to detail.
  • Open to feedback and criticism

Salary: ₱30000 - ₱35000
Address: Pasig