Team Leader

3 weeks ago

Cebu City, Central Visayas, Philippines Helpware Inc. Full time

Position Overview:

The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

  • Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.
  • Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team's performance. Performs administrative duties for the team (i.e. payroll templates).
  • Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Specific Responsibilities:

  • Direct line management for Helpware with a size of 10-15 agents.
  • Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.
  • Regularly review and analyze performance to drive effectiveness and address areas for opportunities.
  • Ensure that agents have an understanding of the company's mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.
  • Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.
  • Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.
  • Must have excellent time management skills.
  • Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks
  • Must have excellent project management skills and client management.
Qualifications:
  • Minimum of 2+ years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.
  • Proven work experience as a team leader or supervisor.
  • In-depth knowledge of performance metrics.
  • Excellent communication and leadership skills.
  • Organizational and time-management skills.
  • Excellent decision-making skills
  • Must be amenable to work on graveyard and shifting schedules.
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