Team Leader

3 days ago

Pasig, National Capital Region, Philippines ClearSource Full time
Why ClearSource?
ClearSource is passionate about our Core Values
  1. Customer First – We share an intense passion for creating an exceptional customer experience.
  2. Personal Accountability – Commit to do the right thing and do it.
  3. Humble Courage – Be brave enough to seek, deliver, and accept feedback.
  4. Hungry – Do your best every day to make great things happen.
  5. Happy & Healthy – Choose well, live well.
Do these values resonate with you?
Do you strive to provide an exceptional, authentic customer experience every day?

If the answer is yes, then ClearSource is looking for you to join our team as a Team Leader serving our client in the Solar Campaign. You should be a driven and motivated person with strong leadership abilities and prior experience in sales. Satisfied employees go the extra mile, boosting client satisfaction and minimizing expenses.

Enjoy these outstanding perks and benefits:
  1. Competitive salary
  2. Medical and dental Insurance (with free dependent)
  3. Group life insurance
  4. Paid time off (PTO)
  5. Outstanding career growth
  6. Passionate, energetic & innovative work culture
  7. Friendly, team-driven environment
  8. Skills and leadership development
What you will do as a Team Leader
  1. Attend weekly one-on-one meetings with your leader and implement decisions and execute resulting action items.
  2. Hold weekly one-on-one meetings with direct reports to:
    1. Build relationships of mutual trust.
    2. Create accountability around their dreams and career goals.
    3. Teach and assess their implementation of the ClearSource leadership training tools (the Role Definition, One-on-One, Coaching Process, People Analyzer, and Performance Self-Assessment).
    4. Confirm attainment of the KPIs (Key Performance Indicators) outlined in their respective Role Definitions.
    5. Follow up on commitments made.
    6. Update your People Analyzer weekly and administer the Performance Self-Assessment to direct reports monthly.
  3. Conduct a weekly team meeting with direct reports to:
    1. Review production results.
    2. Perform root cause analysis and resolution of issues.
    3. Identify opportunities to recognize good performance.
  4. Maintain consistent focus on agent performance by:
    1. Performing a daily review of all performance metrics by agent.
    2. Ensuring accuracy of reports and providing analysis on performance and productivity-related concerns (Attendance, Attrition, Productivity, End of day reporting, Quality, etc.).
    3. Gathering additional information as necessary to accurately assess performance, such as performing an audit of customer interactions.
    4. Developing, implementing, and ensuring execution of all action items related to performance improvement opportunities, following all appropriate processes (i.e., attendance management, payroll updates, client communication, etc.).
    5. Providing documented weekly coaching to agents using the 5-step coaching process with all necessary follow-ups on improvement opportunities, ensuring adherence to ongoing attendance, performance coaching, and performance management processes.
    6. Providing accurate and timely assistance to your customers (i.e., employees, support staff, and clients).
  5. Cascade and ensure understanding of information in an accurate and timely manner.
  6. Attend and participate in meetings/calibrations/upskill training assigned.
  7. Quarterly, review and update role definitions for direct reports.
  8. Fulfill production time set between client and Operations Management as required.
What ClearSource Needs from You
  1. Must have at least 3 years BPO experience, of which 2 years in a supervisory or team lead capacity.
  2. Above average to excellent level of written and verbal communication skills.
  3. Experience in training, coaching, and motivating team members.
  4. In-depth knowledge of performance metrics.
  5. Highly flexible and adaptable.
  6. Strong attention to detail with excellent organizational skills.
  7. Exceptional interpersonal skills.
  8. Amenable to shifting schedules (Graveyard Shift) and/or split rest days.
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