Team Leader (Ride Support Account) - Cebu

Provide front line support and direction to our Rider Support Agents while ensuring quality service is provided during every rider, driver or dispatch interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, and processes. This position will promote professional and personal development of agents through consistent performance evaluations, and training.

Job Duties and Responsibilities

• Manage and supervise a team of Rider Support Agents
• Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)
• Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas
• Implement action plans and supervise action plans to completion...