About Me
Team Leader: Service Delivery
• Teletech Philippines
• Retail Account eBay
• March 2011 – August 2024
Responsible for the day to day management of a team of around 10 – 15 teammates.
Monitor and review individuals and team progress against business objectives.
Through regular coaching, enhance and improve teammate’s performance, proactively identifying performance and/or conduct related issues and managing these in line with the department’s training and competency framework.
Being visible by floor walking and to be available in all communication tools Slack, Zoom and Teams to provide fast and accessible support to teammates dealing with customer enquiries.
Handle escalations, communicate with the client for complicated queries and handle outbound calls.
I was also designated as Partner Coaching POC. Main task is to help coaches in improving their coaching skills. I help trained coaches and leaders on the coaching guide of our client. I do triad co
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