Team Leader

5 days ago


กรงเทพมหานคร, Thailand Gratitude Inc. Full time

Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in the recruitment of permanent, contract and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand and USA for now. We are a Direct Sourcing Partner Company of the different top BPOs.

We are urgently hiring for **Team Leader for Customer Service Travel Account **for our BPO partner company located in Bangkok Thailand.

**Job Highlights**:

- BPO/Call Centre experience
- VOC/ CSAT/KPI/COACING/TRANING
- **1-2 years Team Leader experienceTHB 35,000 - THB 45,000 /month**
- Responsible for team mentoring.
- Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
- Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
- Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
- knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
- Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
- Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
- Contributing in offering recommendations for process product improvement to the Delivery Manager.
- Taking regular pre and post shift huddles discussing high and low pointers.
- Providing Floor support to agents and providing other assistance

**Essential Skills / Expertise required**:

- Excellent communication skills, good understanding of system resources and allocation
- Flexible to work.
- Open to work in rotating shifts and weekends
- Ability to work under pressure target oriented, team management skills, good team mentor
- Professional work attitude and eager to learn
- Action-oriented, integrity and trust, perseverance
- Command skills, problem-solving, drive for results, standing along and directing Others
- Managing & measuring work
- Ability to handle pressure
- Problem solving, analytical and data entry mastery
- Strong external and management reporting skills
- Proficiency in employee development to assist employees in meeting the
- Performance Targets through Hiring, Coaching & Mentoring
- Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching
- Ability to communicate and resolve issues that affect Performance Criteria
- Ability to share operational improvement and act with other teams
- Ability to handle escalations from employees on their team
- Ability to escalate issues to their supervisor or other internal departments
- Ability to lead employees on their team to perform as per the laid-out process and procedures
- Demonstrated fluency in English & local language

**WAYS TO APPLY**:

- You can send your updated resume here on Indeed.

Our Recruitment Team will reach out to you once shortlisted. Further details will be discussed once invited for interview.

**JOIN THE TEAM NOW**

**Salary**: ฿35,000.00 - ฿45,000.00 per month

Ability to commute/relocate:

- กรุงเทพมหานคร: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- How many years of experience do you have in leading a team?
- Are you okay to work onsite for Concentrix Thailand?
- Last drawn salary?
- Salary expectation?
- When are you available to start?
- Do you have experience working in a BPO company?
- WhatsApp Number for faster communication


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