ASSURE IS HIRING FOR TEAM LEADER

 JOB DESCRIPTION

• Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls
• Acts as the staff’s first escalation point for all types of issues (people, process and technology)
• Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts
• Assists the Operations Customer Contact Manager in overall day to day operations through an effective monitoring and management of team performance
• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department
• Provides leadership, mentoring, and supervision of staff
• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed 

JOB SPECIFICATION

EDUCATION/EXPERIENCE

• Open to College graduates and College undergraduates with relevant work experience
• At least 5 years of experience in BPO industry
• Must have a least 1 to 2 years of supervisory experience
• Must have working knowledge in Telephony Systems & Technology 

TYPE OF SKILLS AND PERSONAL ATTRIBUTE

• Must possess excellent command of English both in oral and written form.
• Must be proficient in using MS Excel, MS PowerPoint and MS Word.
• Great attention to details.
• Must be work from home ready and work on site ready, whenever needed.
• Can-Do Attitude and exemplary self-leadership skills
• A solid sense of urgency and ability to step up whenever the need arises
• Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications. 
• Must have experience handling client escalations, troubleshooting problems and resolving customer issues from device, to billing, to service concerns