ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage and direct the daily activities of the call center agents, 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
- Carry out needs assessment and performance reviews to officers
- Setting and meeting performance targets for efficiency and quality
- Act as subject matter expert for all work-related duties
- 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 HR team
Education and/or Experience
- Bachelor's/College degree
- 2-3 years of experience working as a Team Leader in a BPO - Content Moderation setting.
Language Skills
- Average communication skills in English