BUSINESS SUMMARY
iCONNECT CONVERGENCE INC. (iCONN) is a fully owned subsidiary of ABS-CBN Corporation established in 2013, founded by ABS-CBN Executives to provide customer service and relationship management to the parent company, its subsidiaries, affiliates, and customers. With over 10 years of existence, ICONN’s service objective is anchored to provide unparalleled customer experience by creating and deepening good relationships with customers with enabling and world-class customer solutions.
It is with pride that we share the same passion and commitment to being of service and offering our talent not just to the Filipino People but to a global audience. With a culture deeply rooted in service orientation and closely aligned with ABS-CBN’s vision, mission, and values, we bring a wealth of competencies and expertise spanning various fields including contact center operations, customer experience, social listening and insighting, community management, training, workforce and quality management project management, and strategic partnership development.
RESPONSIBILITIES
The Team Manager is responsible in ensuring consistency across his/her team in meeting and/or exceeding operational metrics as dictated by the business. He/she shall be in-charge of providing regular agent coaching and mentoring, identifying performance gaps, suggesting initiatives and executing action plans to ensure continuous improvement and development of his/her agents. He/she shall ensure that best customer experience is delivered across all channels of customer interaction.
REQUIREMENTS
- College Graduate
- With at least 1 year experience as a Team Supervisor handling Customer Service Programs in a BPO setting
REQUIRED COMPETENCIES
- Effective Communication
- Customer Focus
- Partnering
- Building Commitment
- Managing Performance
- People Development
- Planning and Delivering
- Problem Solving
- Decision Making
- Strategic Thinking
Preference will be given to candidates who APPLY ONLINE.