Team Lead, Vertical Markets

GLOBAL PAYMENT HOLDING COMPANY

Quezon City, Philippines
Manage departmental operations
Oversee efficiency and quality
Monitor call volumes
Manages the departmental operations for the call center, interacting with client leadership requiring issue resolution

Job Summary

  • Manages the departmental operations for the call center, interacting with client leadership requiring issue resolution.
  • Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained and improves processes based on statistics.
  • Coaches, develops, and counsels existing team members, hires new team members, and conducts training for customer service processes.

Matching Summary

Manages the departmental operations for the call center, interacting with client leadership requiring issue resolution.

Skills & Requirements

Must-have

  • Manage departmental operations
  • Oversee efficiency and quality
  • Monitor call volumes
  • Maintain Service Level Agreements
  • Resolve systems problems
  • Manage escalated customer issues

Nice-to-have

  • Drive continuous improvement
  • Foster team development
  • Client relationship management

Key Requirements

  • Bachelor's Degree or Relevant Experience
  • Minimum 4 years related professional experience

Work Rights

Not specified

Tailored Resume

Cover Letter