2021 Team Leader null

Responsibilities

• Supervise the day-today operation of a team of 18-20 staff
• Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
• Support and develop staff to improve efficiency and performance of the team
• Analyze agents’ performance and develop action plan, key projects and initiative to bridge gaps
• Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues
• Motivate and coach team members on effective use of process and procedures
• Maintain coaching logs and audits for documentation and reporting
• Drive and track process parameters critical to quality and process
• Attend regular meetings with the Management Team and clients
• Proactively contribute ideas and give timely feedback to the Management Team
• Submit weekly and monthly report to the client and Team Manager
• Disseminate client-specific information in a timely manner
• Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes
• Support the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit
• Address agents’ needs and concerns, performance and motivation issues and conflicts
• Interact with external clients and the Management, in the absence of the Team/Operations Manager
• Drive a positive and healthy working environment

Requirements

• Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's/College Degree in any course
• With at least 2 SOLID years of working experience in the same role is required for this position
• Demonstrated ability to coach, motivate and provide performance feedback
• Knowledgeable in conflict resolution and disciplinary methods
• Proven ability to identify opportunities for process improvements
• Exhibit understanding on workforce management and staffing
• Demonstrate ability to develop and implement process improvement initiatives
• Possess strong organizational, interpersonal and time management skills
• Proven experience in adapting to and leading change
• Has effective written and oral communication skills
• Willing and able to work on a shifting schedule and holidays
• Proficient in a Microsoft Office Environment, specifically Word, PowerPoint and Excel
• We provide temporary work-from-home set up but applicants must be willing to work in Ortigas should onsite work resumes