Function: Operations Job: Team Leader Location: Cebu City Reporting to: Sr. Group Leader / Operations Manager Responsible for managing team of associates Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs Motivating associates through effective management, career development and implementation of reporting mechanisms Liaison with other areas of the company affecting technical support. One on One Relationship management Analysis of reports including process dashboards and team performance reports. Initiate appropriate action plans and trainings Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift. Mentor and assist new hires Handle customer complaints and provide resolution for escalated calls Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems Ensure that all company information which includes customer information are kept confidential and secured Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader Should have patience and not be overawed by difficult situations Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools Excellent verbal & written communication & presentation skills Good Interpersonal & people management skills with good problem solving approach. Expert knowledge of service procedures Good analytical skills for MIS, number crunching & reporting to internal & external customers Ability to exercise managerial judgment and perform as a mentor Demonstrated Customer Service Skills Situation handling skills Amenable to work on rotational shift Customer Service (Reservation)