Team Leader | Eastwood | Onsite
4 weeks ago
Overview
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Responsibilities- Ensure that staff meets client standards, KPIs, metrics, etc.
- Monitor and track daily attendance.
- Meet coaching session quotas per month.
- Guide employees to correct or meet performance standards and/or behaviour by identifying the root cause of the problem. Identify causes and find solutions, not to punish the employee.
- Handle payroll disputes from staff and create requests for adjustments if necessary.
- Validate payroll on a bi-monthly basis.
- Remind staff to create requests to adjust their attendance when necessary.
- Create requests to issue bonus, incentives, and commissions as approved by the client.
- Primarily responsible for addressing staff concerns.
- Coordinate with various departments to fulfil staff concerns.
- Conduct Operations orientation to New Hires.
- Roll out company updates to clients and staff.
- Facilitate Focus Group Discussions at least twice each year, once per quarter for VCs/MCs.
- Disseminate information to employees like updates on policies and company events.
- Management of day-to-day operations through attendance monitoring, assisting staff with concerns, implementation of Company policies and maintaining discipline and order in the work floor.
- Create monthly client reports based on performance and climate check of staff.
- Regularly coordinate with the client regarding the status of the offshore team.
- Implement policies, deadlines and standards set by the client.
- Create, maintain and administer schedules for outsourced staff, in coordination with the client.
- Develop reports/process that increase the ability of the offshore project to effectively and accurately plan acceptable performance results.
- Draft monthly costs that will be billed to each client.
- Validate client invoice drafts on a monthly basis.
- Spearhead meetings with clients to determine their plans for their offshore staff.
- Coordinate with the client for team expansion and sourcing needs.
- Create/draft agreements for client owned or leased equipment.
- Monitor and prepare important documents like the MSA and SOW.
- Promote MicroSourcing and Microcreatives services.
- Plan and facilitate employee engagement activities for the project staff.
- Work closely with OM in updating the Client profiles when needed (i.e. Hiring tracks, Cost Sheet, Project Extension Contracts).
- Prepare and maintain statistical reports used in management decision-making - particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management.
- Create requests in changing or updating employment terms of staff.
- Draft training agreements for project/team indicating the performance metrics, evaluation and escalation of infractions, and coordinate with HR for the approval of the document.
- Attend monthly operations meeting to discuss vertical updates.
- MicroStatus management - Keeping track of account diaries, documents, and account info sheets, etc.
- File server management.
- Coordinate with the Recruitment team for team expansion/replacement of project employee, IT to meet service level agreements, HR for government-related requirements and concerns, etc.
- Mid-Senior level
- Full-time
- Customer Service
- Outsourcing and Offshoring Consulting
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