Team Leader I

2 weeks ago

Cebu City, Central Visayas, Philippines RealPage, Inc. Full time
Overview

The HomeWiseDocs Team Leader position is responsible for leading a team of 6-7 agents based out of Cebu and Manila locations. The selected candidate will go through an extensive training program consisting of practical application of their respective team member duties for a minimum of 3-4 months to gain the knowledge necessary to assist with answering product-related questions. After successful completion of the training program, the Team Leader will assume the daily responsibilities of leading their team including one-on-one meetings, ad hoc coaching, scheduling and timecard duties, and ensuring team engagement and company culture is best in class.

Responsibilities
  • Responsible for reviewing source data and processing documents for data entry purposes
  • Key data from source documents into the system
  • Responsible for the analyses and interpretation of data, with a focus on the accuracy of information
  • Enter data and complete Lender Questionnaire forms by transferring and interpreting information accurately
  • Ensure questionnaires are completed within the company published time frames
  • Conducts 1:1s with all team members on a monthly basis
  • Responsible for their team meeting or surpassing all KPI target metrics on a daily, weekly, monthly and annual basis while ensuring schedule adherence, coordination of training, project distribution as well as leading projects or initiatives as assigned
  • Providing real-time feedback to all employees
  • Handling disciplinary actions
Qualifications
  • Associate or Bachelor Degree Preferred
  • 3 years Customer Service experience leading teams of 5+ agents
  • Ability to work accurately and with eye for detail
  • Ability to multitask
  • Proficient in PC applications, including Microsoft Office; Adobe experience is a plus
  • Written customer service skills required
  • Ability to analyze, model and interpret data
  • Problem solving skills
  • A methodical and logical approach
  • The ability to plan work and meet deadlines
  • Must be able to meet productivity and attendance guidelines
  • Occasional overtime may be requested
Top 3 Qualifications
  • Minimum 3 years' experience in successfully leading teams of 5+ agents
  • Detail-oriented with strong computer skills and focus on quality
  • Ability to multitask in a fast-paced environment
Competencies
  • Passion for leading and developing employees
  • Attention to detail
  • Self-motivated and goal oriented
  • Experience in fast-paced, production environment
  • Ability to learn and utilize new procedures and processes quickly
  • Organizational skills with the ability to prioritize tasks
  • Ability to multitask and handle concurrent issues
  • Ability to communicate with senior management
Seniorit y level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
  • Industries
  • Software Development

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