Team Leader

2 weeks ago

Manila, National Capital Region, Philippines Pioneer Hollard Inc. Full time

JOB RESPONSIBILITIES:

  • Ensure that the team members clearly understand and therefore meet (at minimum) or exceed requirements / expectations.
  • Foster a high-performance culture within the team
  • Identify and manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets as reflected in the Agents' Individual Performance Contract.
  • Identify and report on any significant performance issues and implement a plan to resolve to maintain the team efficiency.
  • Coach and mentor agents as part of their personal and career development, and provide regular and timely feedback to agents on performance.
  • Develop and implement a Performance Improvement Plan for agents with performance-related issues (non-performers), and counsel out when deemed necessary
  • Develop and build relationships with the Agents, Call Centre Manager and other Supervisor(s) in a manner that is conducive to a high performance, sales culture and collaborative work environment.
  • Ensure that the team has the operational infrastructure (e.g. technical equipment, software, stationery, furniture) and human resources required to operate efficiently.
  • Prepare Agents for an ever-changing environment within the contact centre and ensure complacency and a sense of entitlement does not set in
  • Manage resource capacity and recruit Agents as required to address campaign demand
  • On a weekly basis, listen to a random selection of calls and provide Agents with on-the-job coaching, mentoring to address skills and knowledge gaps and to plan for future development needs.
  • Hold daily/ weekly / monthly meetings with individual Agents and the team to discuss performance and document these sessions.
  • Assist Agents with escalated client queries to ensure these are resolved effectively.
  • Actively monitor QA scores for Agents and initiate interventions (coaching, training, group call evaluations) to address under-performance.
  • Apply business rules and processes as defined in operational protocols.
  • Develop a staff roster and schedule for structured breaks, lunches and late shifts
  • Report issues with facilities (e.g. equipment, desks, chairs) and technology (desktop, network, telephony and business applications) to support environments, follow-up to ensure resolution, and record down times.
  • Extract hourly, daily and monthly reports for internal operational measurements, such as individual call statistics, log on/off times and active times.
  • Conduct trend and exception analysis of hourly, daily, weekly and monthly performance data.

JOB REQUIREMENTS:

  • College Level
  • Min of 2 years People Management Experience
  • With good communication skills

Job Type: Full-time

Salary: Php25, Php35,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Schedule:

  • 8 hour shift

Supplemental pay types:

  • 13th month salary
  • Commission pay

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