Verifications Team Leader

2 weeks ago

Manila, National Capital Region, Philippines Sterling Full time

We have great people here and are looking for more. Come join us - you will love it

This Is What You'll Do:

  • Inspire, motivate and enthuse team members
  • Answer employee questions, provide guidance, coach and lead
  • Provide ongoing training
  • Monitor productivity and quality to ensure customer satisfaction
  • Communicate problems to the Manager
  • Revise procedures and protocols as necessary
  • Orient new team members to the procedures and expectations of the team
  • Ensure positive team morale and lead by example
  • Assist with problem files and provide exceptional customer service
  • Complete files as necessary
  • Other related duties as assigned
This Is the job for you If You:
  • Have an above-target KPI scores in the last 6 months.
  • Have no more than 3 critical errors in the last 6 months.
  • Have not receive a client complaint in the last 3 months.
  • No attendance issues (no active written warning on file) and zero instance of No-Call, No Show.
  • Have a performance rating of at Successful in the most recent performance review.
  • Have at least 1 year tenure in current role.
This Is What We're Looking For:
  • Strong interpersonal, verbal and communication skills
  • Knowledge of 2.0 controller, preferred but not required
  • Excellent procedural knowledge of Canada Verifications services, preferred but not required
  • Ability to deal tactfully, courteously, and professionally to all employees of different levels
  • Must have coaching and mentoring experience
  • Supervisory experience; experience in handling a team of 5 or more members. preferred but not required
Only applicable to internal candidates:
  • No suspension in the last 6 months
  • Not more than 3 critical errors in the last 6 months (no active CAP written warning on file)
  • No attendance issues (no active written warning on file) and zero instance of No Call/No Show
  • Must have a performance rating of at least Successful in the most recent performance review
  • Must have at least 1 year tenure in his/her current role
Employment Type: This is a full-time probationary position for 3 months . Confirmation to permanent role will be dependent on the employee's performance.

Probationary Standards:

I. TEAM PERFORMANCE
  • Team Productivity - Ensure that 75% of the agents are above 85% acceptable productivity based from the target.
  • Team Quality - Ensure that your team's quality average (either new graduates or tenured) should not be lower than 98%.
  • Team Attendance - Ensure that team's monthly absenteeism rate does not go higher than 4%
II. SUPERVISORY PERFORMANCE - Ensure that all designated supervisory tasks are performed and/or completed and in a timely manner.

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Equal Employment Opportunities at Sterling
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job. Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-Ljbffr

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