Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for a Team Leader with Sales Retention experience, for our BPO Partner in Taguig City.

Job Title: Process Leader – Sales and Retention

Work set-up: Onsite in Taguig

Work shift: Shifting

Salary: 35,000 – 40,000 basic pay

Headcounts: 2

QUALIFICATIONS:

Non-negotiable:

• Good written and verbal communication skills & team management skills.


• Mentoring, motivating skills and Coaching skills.


• Must have Sales and Retention for 1-2 years of supervisory experience or 3-4 years of experience as an associate.


• Excellent knowledge of MS Office, especially Excel.


• Undergraduate/Graduate


• Strong organizational, planning and analytical skills.


• Basic arithmetic and statistical skills for analysis of data and generation of reports.


• Problem-solving skills


• Amenable to work onsite and ASAP

Responsibilities:

• Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.


• Consistently achieves all KPIs and SLAs set by the clients with strict adherence to Quality parameters.


• Floor walks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous, and accurate responses to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.


• Handles any escalations that an associate is unable to handle, solves process-related queries, and handles grievances.


• Listens to calls and coaches the team to enhance performance.


• Monitors the calls/chats taken by the associates and provides them feedback.


• Interacts with the quality team to seek feedback on the team’s performance and team quality scores.


• Conducts monthly and confirmation appraisals for the associates by the 7th of each month and provides them feedback.


• Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems including scheduling or adjusting overtime requirements, and break management as necessary.  Devises strategies to minimize attrition & absenteeism.


• Organizes training programs for the associates.


• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements.


• Holds team briefings and de- briefings before and after each shift.


• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.


• Initiates and administers the rewards and recognition program for the team.


• Organizes the monthly team outings in coordination with the associates and the team members.

To apply, please submit your updated resume on this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

APPLY NOW!