Team Leader

2 days ago

Quezon City, National Capital Region, Philippines MicroSourcing Full time
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.
                  Seniority level
                  • Mid-Senior level
                  Employment type
                  • Full-time
                  Job function
                  • Customer Service
                  Industries
                  • Outsourcing and Offshoring Consulting

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