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Peak Support · 5 months ago

Team Leader | Payroll Analyst| Philippines

United States

Full-time

Remote

Mid Level

Peak Support is dedicated to providing exceptional service to clients and a positive work environment for team members. They are seeking a Team Leader to act as the main point of contact for team members, ensure performance management, and maintain service quality.

Business DevelopmentCustomer ServiceOperating Systems

Responsibilities

Act as the main point of contact for all team members regarding questions about any processes or products

Work hand in hand with Training associates to get new hires up to speed

Review calls and tickets to ensure that SLAs are met

Send nightly updates or end-of-day reports

Handle calls and tickets as needed and continue to provide excellent service to clients or customers

Monitor calls and assist with Quality Assurance audits

Periodically or daily, monitor the team’s attendance

Update the leadership team on any issues/updates about the accounts

Qualification

Performance managementCoaching skillsAnalytical skillsCall center tools knowledgeVerbal communicationWritten communicationProblem-solvingDecision-makingCustomer-focused mindsetAttention to detail

Required

Strong verbal and written English skills

A strong background in performance management concepts

Openness to shifting schedules, flexibility regarding work hours, and availability to work on holidays

Excellent coaching knowledge and skills

Ability to work under pressure

Above-average English written and verbal communication skills

Demonstrated track record in achieving targets and improving agent performance

Service and customer-focused mindset

Strong analytical skills and attention to detail

Strong decision-making and problem-solving abilities

Knowledge of call center tools and processes

Ability to develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals