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About Us
Ylopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team.
Why work for Ylopo?
At Ylopo we offer team members:
a commitment to personal development,
guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company,
excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts,
team building events, team lunches/ happy hours, and other company wide events
a supportive, caring environment dedicated to continuous learning and growth.
Summary:
The Team Lead (TL) role is directly responsible for managing a team of call center agents, ensuring that they meet the organization’s goals, and providing top-notch customer service for both inbound and outbound calls. He/She will report directly to the Operations Manager and be responsible for the day-to-day monitoring and management of the team.
Role Expectation:
The Team Lead is expected to be accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring, and talent development efforts. He/She is also responsible for associates’ overall service level performance according to established policies and business rules set by the company. The Team Lead is expected to be equipped with proper knowledge and skills that will allow him to provide correct information and support to the agents in a timely manner. He/She should be a champion of information around new changes and recent updates rolled out by the leadership.
Responsibilities:
Provide leadership, mentorship, and supervision to direct reports and serve as their first escalation point for any issues
Lead the team in delivering the required KPI and quality standards and maintaining accurate and up-to-date performance records
Perform Root Cause Analysis (RCA) for performance deviations
Optimize team best practices by implementing the established content (SOPs, Tools, and Resources) and conducting quality/error training to ensure task quality projections are met
Enforce the correct understanding and interpretation of compliance requirements with the agents
Participate in the hiring, onboarding, and training process of team members
Work with the Operations Manager in progressing career development of qualified agents
Conduct regular one-on-one and group meetings with direct reports to ensure a thorough understanding of SOPs & relevant company updates, addressing issues and concerns, and promoting engagement and camaraderie.
Ensure that call lines are always sufficiently staffed by preparing and closely monitoring the agent scheduling
Prepare and submit pertinent reports to Operations Manager
Requirements:
At least 2-5 years of proven track record of successfully executing a leadership or supervisory role in the call center environment, ideally managing both inbound and outbound campaigns
At least a year of experience using Five9, especially its reporting and supervisory features
Exceptional ability to develop and manage results-oriented recruiting and training programs
Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations
Effective leadership and analytical skills including working knowledge of performance management analysis, staffing models, and scheduling, preferably via utilization of Excel or Google Sheet
System Requirements:
The processor should be 2.0ghz and above, Intel core 5/7 is highly required for both main and back-up hardware
Ram should be at least 8 GB with 100 gb Free disk space
A headset with the noise-canceling feature
10 Mbps & up wired connection for the main internet service
strictly no USB Sticks allowed for backup internet connection
Shift Schedule: 9AM – 6PM Pacific Standard
Rate: starts at PHP60,000
MAGIC WORD: YLOPER
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APPLY FOR THIS JOB:
Company: Ylopo LLC
Name: Ylopo Recruitment
Email: