Team Leader

4 days ago


Pasig, Philippines Offshore Business Processing Full time

A candidate must have competent leadership skills to help the team to improve and develop efficiently. Take the lead to OBP by clicking the apply button nowJob SummaryHMO on Day 1Receive promising perks and rewardsExperience travel opportunitiesGet recognized for what you doAchieve work-life balanceImprove exponentially with enhanced learningResponsibilitiesSupervise the day-today operation of a team of 18-20 staffEnsure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basisSupport and develop staff to improve efficiency and performance of the teamAnalyze agents’ performance and develop action plan, key projects and initiative to bridge gapsServe as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issuesMotivate and coach team members on effective use of process and proceduresMaintain coaching logs and audits for documentation and reportingDrive and track process parameters critical to quality and processAttend regular meetings with the Management Team and clientsProactively contribute ideas and give timely feedback to the Management TeamSubmit weekly and monthly report to the client and Team ManagerDisseminate client-specific information in a timely mannerProvide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processesSupport the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spiritAddress agents’ needs and concerns, performance and motivation issues and conflictsInteract with external clients and the Management, in the absence of the Team/Operations ManagerDrive a positive and healthy working environmentRequirementsCandidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's/College Degree in any courseWith at least 2 SOLID years of working experience in the same role is required for this positionDemonstrated ability to coach, motivate and provide performance feedbackKnowledgeable in conflict resolution and disciplinary methodsProven ability to identify opportunities for process improvementsExhibit understanding on workforce management and staffingDemonstrate ability to develop and implement process improvement initiativesPossess strong organizational, interpersonal and time management skillsProven experience in adapting to and leading changeHas effective written and oral communication skillsWilling and able to work on a shifting schedule and holidaysProficient in a Microsoft Office Environment, specifically Word, PowerPoint and ExcelApplicants must be willing to work in Ortigas



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