Job description

As a Team Leader, you will lead and inspire a team of Customer Service Agents specializing in restaurant order taking. Your primary focus will be to ensure your team delivers exceptional service, achieves performance targets, and maintains a positive and motivated work environment.

Responsibilities:

• Performance Coaching:
• Monitor agent performance metrics, provide regular feedback, and conduct performance evaluations.
• Identify areas for improvement and provide coaching and support to help agents reach their full potential.
• Recognize and celebrate achievements to maintain high team morale.
• Leadership & Support:
• Foster a collaborative and supportive team environment.
• Address any agent concerns or conflicts in a professional and timely manner.
• Handle escalated customer issues or complaints with empathy and professionalism.
• Process Optimization:
• Identify opportunities to enhance efficiency and service quality within the team.
• Collaborate with training to ensure agents receive necessary ongoing development.
• Stay informed about client updates and share knowledge with the team.
• Communication & Reporting:
• Prepare and share performance reports with management.
• Maintain open communication channels with agents and address their questions or concerns.
• Liaise with clients to ensure their expectations are met and feedback is addressed.

Qualifications:

• Proven experience in a customer service or BPO leadership role.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Experience in the restaurant industry or order taking is preferred.
• Passion for coaching and developing others.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Work Arrangement:

• Shifting schedule
• Full time position, Night Shift with flexible scheduling to accommodate US time zones.
• On-site , McKinley Hill Taguig
• Can Start ASAP

Job summary

Team Leader (Order Taking)