Team Lead
TeleTech Customer Care Management Phils., Inc
Total years of experience :10 years, 7 Months
∙ Manage a team who caters to US based customers and assist them handle customer's enquiry (bill, orders, payments, disputes)
∙ Coach Agents by listening to their calls and identifying behaviors that would help them maintain their successes and to correct opportunities thru constant monitoring and real-time feedback highlighting courtesy and concern since customers are number one
∙ Create collaborative coaching action plan to ensure agents are involved and for them to be empowered to provide excellent customer service 100% all the time
∙ Conduct/facilitate weekly team meetings to keep agents up-to-date with their month-to-date metric and discuss recent updates needed in assisting customers
∙ Handle escalations to immediately answer customer's request and to ensure satisfaction
∙ Send/Respond to mails using Outlook to provide immediate responses needed especially in decision-making
∙ Review and approve employee timecards every 15th and 30th and review/approve adjustments aligned with the company's policy regarding Credit & Adjustments
∙ Conduct team building activities to develop teamwork within the team
∙ Act as the primary support of the team and assist agents with their calls
∙ Conduct side-by-side call monitoring to ensure real-time feedback and to correct behavior
∙ Help agents in complex issues/situations provide solutions weighing CEO
∙ Handle escalations to immediately answer customers request and to ensure satisfaction
∙ Receive calls and handle customer’s enquiry, orders, payments, perform TS steps and provide resolution in a timely manner with utmost courtesy and concern
∙ Adhere to plotted schedules/breaks to ensure the correct number of agents are on the phone to assist customers
∙ Log-in on time and set up appropriate tools necessary in assisting customers
∙ Escalate customers concerns for immediate resolution and to always ensure customer satisfaction