IJP: 2nd Line Support - Team Leader (Palawan)

Job Description:

As a Team Leader, you will oversee the daily operations and performance of your designated team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met working hand in hand with the rest of the second line team leaders. Your role includes identifying areas for improvement, providing actionable solutions, and fostering a culture of excellence to deliver superior customer experiences. Additionally, youll handle performance reporting, address HR-related concerns, and act as a liaison between management and your team. Success in this role requires strong organizational skills, creativity in problem-solving, and the ability to inspire and lead your team effectively.

Day to Day responsibilities:

Your role requires you to work in a fast-paced environment and must be adaptable to take on any new admin tasks that come into the second line team. You may at times be required to support the

• HelloConnect Ops and local markets onshore team with any admin, projects or additional workload
• You will help with setting the second line teams daily task list, which includes but is not limited to; social media review platforms/Logistics/Payments/Quality Assurance Calls/Bulk Uploads/Compensation/Escalations
• Assist in tracking of task accuracy and completion based on urgency within the SLA set by the management You will provide support and guidance to your second line agents and in some cases our customers who could not find a solution with our first-level support team. Escalations will be highlighted to the business when they are potentially brand-damaging to ensure special care is taken.
• With a high accuracy level, you will be required to report and document to improve the loop to the responsible departments to ensure we can keep improving our service 
• You will support your team with onboarding new processes that support our customer-centric goal; these may be tests or continued changes.
• You are the best in class for customer support. You will keep up to date with all product and system knowledge and continue to specialize your skills as a customer support professional. Demonstrating confidence and expertise while using all existing channels and platforms (Purecloud, Sentinel, Sprout Reviews, Message Media, CC Admin Tool)
• Be proactive, we expect you to be aware of the team's performance. Using the wallboards as your guide to offer support to the second line agents and in some cases the first-level agents from
• operations In times of crisis or when your team has downtime, you will support our first-level team by joining live channel queues to ensure our customers receive support promptly. This will support your need to stay up to date with product knowledge.
• Checking all communication channels such as Gmail, Slack etc on a daily basis to ensure you have understood all the relevant communication to perform in your role. You will be expected to track the completion of your tasks.

KPIs responsible for:

• SL adherence for escalations and social review platforms; 24-96 hours depending on star rating
• Brand representation on social platforms
• Adherence to task list
• 100% Data accuracy with Bulk Uploads
• Achieving 1st level customer care KPIs when on queue
• HF DNA Values