SUBSIDIARY ICONN
POSITION Team Manager - Call Center Operations
WORK LOCATION National Capital Region
DATE POSTED May 04, 2021

BUSINESS SUMMARY

iCONNECT CONVERGENCE INC. (iCONN) is a customer service and relationship management consulting and outsourcing business powered by ABS-CBN Corporation to serve its customers and that of its subsidiaries and affiliates.

We provide technical and non-technical customer service and relationship management functions, such as but not limited to directory and information assistance, sales generation, order-taking, telecollection, cross-selling, up-selling, telemarketing for the purpose of promoting and advertising products and services, requests and inquiries handling, sales fulfilment and payment facilitation, whether for itself or for other parties.

We believe that the purpose of our existence is anchored upon the need to provide unparalleled customer experience by creating and deepening good relationships with customers and ultimately making them feel like a true kapamilya in all channels and interactions we serve.

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.