Senior Team Lead

3 days ago

Taguig, National Capital Region, Philippines HelloConnect Full time

Overview:

Your role is to drive the performance of the Team Leaders, Assistant Team Leaders, and Subject Matter Experts. Assisting each member to get the best out of their teams. You have been assigned this role as you have proven yourself as an effective Team Leader.

You will take direction from the Sales Operations Manager and ensure you are clear of the expectations for the Team Leaders. Our local marketing stakeholder will also provide direction and support when needed.

You will ensure effective and consistent communication for the outbound reactivations team. You will encourage feedback from both the team leaders and agents, serving as a role model for other leaders by demonstrating excellent customer care and team leadership skills.

Day to Day Responsibilities:

  • Be the support layer between the Team Leaders in Manila and Palawan and our Sales Operations Manager.
  • Set the agenda for the day, aligned with the Sales Operations Manager, stakeholders, and daily huddles.
  • Keep track of Letters of Concerns and Return to Work documents that need issuing or are awaiting return, reporting back to our Sales Operations Manager with any concerns.
  • Support Team Leaders in identifying agents who need to be performance managed, proofread PIPs, and assist in coaching Leaders through the process, reporting back to our Sales Operations Manager with concerns and outcomes.
  • Ensure Team Leaders have progression plans in place for their Subject Matter Experts and Senior Agents.
  • Carry out regular 1:1s, developing a culture where training and development are part of the team, identifying actions and working with trainers and QA Coaches to ensure skills and knowledge are developed effectively.
  • Ensure all offline activity is allocated for the day and upcoming weeks.
  • Review management information and make suggestions and recommendations for improvements across the sales outbound contact centre.
  • Ensure reporting and data capturing are completed on time and efficiently, finding process improvements along the way to reduce costs.
  • Ensure all escalations are assigned and actioned the same day as the assignment.
  • Meet weekly with the Sales Operations Manager and stakeholders to report back on performance, updates, and feedback.

Agent Team Support / Leading by Example:

  • Support Team Leaders in Manila and Palawan and our Sales Operations Manager.
  • Set the agenda for the day, aligned with the Sales Operations Manager, stakeholders, and daily huddles.
  • Keep track of Letters of Concerns and Return to Work documents that need issuing or are awaiting return, reporting back to our Sales Operations Manager with any concerns.
  • Support Team Leaders in identifying agents who need to be performance managed, proofread PIPs, and assist in coaching Leaders through the process, reporting back to our Sales Operations Manager with concerns and outcomes.
  • Ensure Team Leaders have progression plans in place for their Subject Matter Experts and Senior Agents.
  • Carry out regular 1:1s, developing a culture where training and development are part of the team, identifying actions and working with trainers and QA Coaches to ensure skills and knowledge are developed effectively.
  • Ensure all offline activity is allocated for the day and upcoming weeks.
  • Review management information and make suggestions and recommendations for improvements across the sales outbound contact centre.
  • Ensure reporting and data capturing are completed on time and efficiently, finding process improvements along the way to reduce costs.
  • Ensure all escalations are assigned and actioned the same day as the assignment.
  • Meet weekly with the Sales Operations Manager and stakeholders to report back on performance, updates, and feedback.

Reporting / Real-Time Performance:

  • Evaluate performance with key metrics, reporting on team performance and identifying areas for improvement. Report to the Sales Operations Manager on current trends, performance, staff movements, and areas of improvement your team is working on.
  • Work with the Team Leaders and WFM, allocating shifts based on call leads and agent weekly performance.

General Outbound Agent Duties:

  • Although this is not your primary role, as part of the Leadership Team, you are still expected to maintain your knowledge to assist Team Leaders with questions on busy days.
  • Provide general support and build engaging relationships on each and every customer interaction.
  • Be an expert regarding company policies, tools, and systems in all different areas, not only Logistics.
  • Be the first point of contact for the team on weekends.

Skills & Attributes:

  • Strong leadership skills
  • Stakeholder management
  • High attention to detail
  • Customer-oriented
  • Confident and articulate communication skills
  • Can-do attitude
  • Ability to adapt quickly to any changes in the process.
  • Ability to implement and integrate continuous improvements as outlined by the Manager
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