Offer summary

Qualifications:

At least one year of experience as a Certified Tier 2 team member., Strong knowledge of QIS guidelines with a minimum 90% QIS rating over the last six months., Ability to work under pressure and adapt to changes., Excellent coaching and mentoring skills..

Key responsabilities:

Conduct regular status meetings with management to align team goals.

Monitor team performance and submit reports on action plans.

Set SMART objectives for team members and provide necessary coaching.

Facilitate team huddles and social events to enhance team cohesion.

Job description

TIER1 & TIER2 TEAM LEADER

§ Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team

§ Monitor and submit reports about Team’s performance progress on action plans communicated by Supervisor

§ Plans creatively of meeting team objectives set by Supervisor and Account Manager in a consistent and timely manner

§ Profiles the capabilities of each member and sets individual Specific, Measurable, Attainable and Realistic Time-bound (SMART) objectives by conducting assessments and regular peer talks

§ Performs the functions of Tier 1 and Tier 2 when necessary

§ Monitor queues, SLA and staffing concerns

§ ELS logs for SLA failures, outages and other issues affecting shift performance

§ Access to updated policies and team performance

§ Provide coaching, refresher, training, feed backing on quality failures and under performance

§ Receive and provide feedback to Supervisor and Manager about objectives and action plans

§ Feedback to Account Supervisor and Manager

§ Facilitate team huddles and provides feedback to members

§ Facilitate team socializations

§ Creates action plans and provides feedback or coaching to agents to ensure that all QIS open items are closed within the week.

§ Provides support to an agent especially for difficult and problematic calls (floor walk) and answers supervisory calls, if needed

§ Coaches team members on technical aspects of the job when needed through counseling, teaching, mentoring and challenging activities especially for newbies or when product/account policy updates are available.

Requirements

At least one (1) year Certified Tier2
Must have good knowledge about the QIS guidelines and have at least 90% QIS rating for the past 6 months
Can work under pressure and is open-minded to changes
Preferably with NO active DA

Required profile