Team Manager | Telco

📋 Description

• Improve team performance on Customer Experience metrics (Resolution and CSAT) through call
• Address Team level variation through targeted coaching for outliers and involving on Continuous
• Accomplish weekly deliverables: Coaching compliance inclusive of RCAs and action Plans, Weekly
• Provide ideas that can help the client improve their product, business, processes and/or policies.
• Present Team Performance to Clients in as needed basis.
• Address team attendance and attrition through relationship building and removing barriers that

🎯 Requirements

• At least two years of Team Leader experience managing a team of 10 to 15 associates.
• Experience and first-hand knowledge in a Telco environment as a customer service line of business.
• Strong customer-orientation when managing communications and issues.
• People management expert: Highest level of people management skills and conflict resolution skills
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• A pro-active attitude towards developing trust and professional rapport with employees and team