team leader-customer service

2 weeks ago

Taguig, National Capital Region, Philippines Infosys BPM Full time

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4B BGC TAGUIG TEAM LEADER BPO OPERATIONS and OFFSHORE HR

Are you ready to make an impact? Join as a TEAM LEADER and jumpstart your career

Primary Purpose: Responsible for providing day to day leadership and motivation to drive performance of geographically distributed teammates. Ensure that Teammate Care meets service, quality and performance metrics, while driving operational excellence and industry leading teammate experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Lead a team of 15-25 geographically distributed teammates and ensure adequate phone and email coverage is in place for area of responsibility.

2. Manage day to day operations for Teammate Care to ensure operational efficiency, while delivering superior teammate/ retiree experiences. Deliver daily direction and communication to the team to ensure all inquiries are answered within service levels and quality standards. Act as point of contact for escalations and use independent judgement for resolution within established guidelines.

3. Handle administrative tasks such as teammate time sheets, tracking time off, performance reviews, development plans and corrective action up to and including termination. Ensuring equal accountability for all teammates.

4. Build and maintain smooth hand-offs of complex cases to specialist teams for resolution.

5. Structured coaching to develop teammates to provide quality service for immediate needs and solutions for the future. Research documented and undocumented teammate complaints for validity, follow up with teammate when necessary, and deliver and track coaching when required. Utilize a variety of monitoring and coaching tools to ensure performance standards are achieved, while fostering an environment of teammate development and retention.

6. Act as a consultant to business segment/ function senior management, Center of Excellence (COE) and HR partners in the design and implementation of customized solutions to meet the business objective, including but not limited to, resolving technical, operational or risk management challenges. Have sound and comprehensive understanding of the business and organizational strategies and processes.

7. Partner with HR enablement team to improve policies, systems, procedures and provide input on initiatives, resolving issues and execute business objectives. Support adoption of technology solutions to enhance teammate inquiry management.

8. Ensure that teammates are following established policies, procedures, guidelines, regulations and laws to protect both our teammates and Truist from any unnecessary risk, following the established risk management practices to meet compliance and audit requirements.

9. Demonstrated team leadership skills and the ability to build strong teams. Hire and develop teammates to drive teammate engagement and retention to achieve optimized performance.

QUALIFICATIONS Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor's degree or equivalent work experience.

2. A minimum of 2 to 3 years experience in HR in any scope (i.e comp and ben, recruitment, sourcing)

3. A minimum of 3 years of experience in operations, shared services, and/or other functional areas within human resources or a call center/shared services environment.

4. Proven leadership skills with a minimum of 3 years of management experience as a people leader with ability to exercise judgment in solving technical, operational, and organizational challenges in the context of business objectives and priorities.

5. Ability to analyze information and convert related activities into a comprehensive work plan.

7. Ability to multi-task and drive multiple projects.

8. Ability to work independently in a fast-paced environment with changing priorities.

9. Proven ability to handle confidential, non-public or otherwise restricted information with integrity.

10. Demonstrated problem-solving, time management and priority setting skills.

11. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products, especially Microsoft

Preferred tools experience:

  • and Workday Recruit

Other Key Qualifications:

  • to work ONSITE (TAGUIG).
  • to start ASAP

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

24 Leaves Annually

Seniority level
  • Seniority level Associate
Employment type
  • Employment type Full-time
Job function
  • Job function Customer Service
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