Team Leader

5 days ago

Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

LOCATION: QUEZON CITY, PHILIPPINESJOB TITLE: TEAM LEADER (TL)Roles & Responsibilities: - As an FLM or Team Lead (TL), you lead and manage a team of production specialists in assigned queue/ process and build a healthy & productive work environment. You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employees engagement & retention. You also mentor and troubleshoot team issues as first level of escalation.Roles and Responsibilities:- Responsible for managing team of Production Specialist- Responsible for responding back to the client and internal stakeholders in an efficient and professional manner- Handles and resolves customer complaints- identify and escalate priority issues- Build a strong personal customer rapport and establish engagement to drive positive customer experience- Ensures compliance with all company and departmental policies, procedures, and guidelines- Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization- Identify coaching needs for the team members and providing required support and follow-up on a timely basis- Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports- Data Reporting - Create and Maintain Location customer facing reports & Dashboards- Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition- Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users- Understands Quality Assurance from Operations perspective- Understands vulnerabilities of products and services and works towards ZERO penalties- Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement;- Oversee the end to end management of the Quality Assurance Specialists team- Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement- Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations.Desirable SkillsMust Have:- Operating procedures.- Service Levels.- Process metrics.- Coaching Skills.- Eye for detail.- People Management and Performance Management- Analytical Reasoning.- MIS awareness.- Escalation guidelines.- Regulatory requirements.- Proficient with MS Office (Word, Excel, PowerPoint)Behavioral Skills and Attributes- Has the ability to make judgements based on practice and previous experience.- Excellent communication skills in order to provide client service.- Good listener and communicator who effectively conveys information verbally and in writing.- Strong interpersonal and people management skills.- Posses an ability to manage large and complex teams.- Be able to work and communicate with the people across organizational units, clients, Onshore counterparts and other related teams.- Strong analytical skills with an ability to solve issues with a win-win negotiation approach.- Demonstrated and promote exceptional client service and the concept of client delight.- Have an attitude to coach, groom, develop and mentor people.- Effectively plan leaves of the team ensuring business is not impacted.- Be a good decision maker.KINDLY SEND YOUR FULL NAME, NAME OF THE JOB YOU ARE APPLYING FOR AND YOUR ACTIVE EMAIL ADDRESS UNTO US. You can also send a message to ourFacebook Page: facebookcom/bestcareersandopportunities/ or facebookcom/bcaomm/and Google Mail: bcaointernational@gmail.com

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