Team Leader

Team Leader

August 29, 2023 2024-02-16 5:35

The Global Customer Care Team Leader’s primary responsibility is to oversee the day-to-day Operational and Administrative tasks and meet the assigned targets of the team. The Team Lead is responsible for leading a team of Product Support Representatives (PSRs) and/or Technical Customer Support Specialists (TCSS) who respond to customer inquiries.


Primary responsibilities:
The essential functions and tasks of this job title include but are not limited to the following listed below:

  • Supervises a group of agents ranging from 12- 15, handling voice, email, and/or chat support
  • Facilitates daily team briefings on performance reports, scorecards, new product updates, company policies, etc.
  • Addresses agents’ gaps in technical skill and knowledge by working with enablement and other business support units
  • Motivating and coaching team members to improve overall productivity and performance, while also ensuring team members comply with company policies

Completes items on the Team Lead daily tasks list which includes the following:

  • Open Case Management
  • Real Time Support or Floor Management
  • DSAT Prediction Call Recovery
  • Management of VOC (Voice of the Customer)
  • CSAT (Customer Satisfaction) prediction
  • Call listening, web/ chat monitoring
  • Coaching (1:1, Triad, and Quad)
  • Handles and manages escalated calls/chats
  • Ensure all upskilling courses for agents required by the business are completed by team members
  • Attend upskilling courses as required by the business unit


Key Competencies

  • Problem solving skills
  • Effective communication skills
  • People Management
  • Conflict Management
  • Decision Making skills
  • Analytical skills
  • Time management skills
  • Strategic/Critical thinking
  • Integrity
  • Leadership skills

Skills

  • MS Office (excel, ppt, word)
  • Google workspace
  • Networking/ VOIP skills

JOB REQUIREMENTS:

  • 5-7 years providing technical support in the Call Center Industry for a BPO or corporation
  • 2-5 years managing a team of technical support agent
  • Implementation, consulting or support experiences with VOIP, networking or Call Center Solutions is a plus
  • Amenable to work onsite and report 10-11 days per month and may still change based on business needs
  • Amenable to work in both sites – Ortigas and Cubao
  • Demonstrated experience recruiting, hiring and retaining highly skilled and highly motivated employees
  • Ability to work independently with minimal management guidance
  • Results-oriented leader who defines and manages achievement of performance objectives
  • Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers
  • Understand the evolving support and service requirements of customers
  • Ability to set business expectations and proactively manage teams to deliver against those expectations
  • Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
  • Ability to successfully deliver multiple complex projects simultaneously
  • Ability to think and influence both at the strategic and execution level 
  • Acts with confidence and decisiveness to solve people problems
  • Excellent oral and written communication skills including listening and presentation skills
  • Capable of analyzing complex situations and planning for contingencies

What we offer: 

 We offer all the work/life benefits you could ever want, (and none of the micromanagement.)

  • Work Onsite / Flexible work arrangement (Hybrid Setup)
  • Comprehensive HMO package (medical and dental)
  • Personal Time Off Leaves
  • Performance Incentive (Commissions)
  • Employee Assistance and Wellness Programs

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily.  As it’s customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We’re recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we’re looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world – RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc.

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