Team Lead

3 days ago

Davao City, Davao, Philippines beBeeManagement Full time ₱800,000 - ₱1,200,000
Job Title: Team Lead

Job Summary:

The Team Lead is responsible for overseeing the activities of a team, ensuring they meet their objectives and service levels.

This role requires strong leadership skills, with the ability to motivate and coach team members to achieve key performance metrics.

The ideal candidate will have up-to-date management skills, including employee motivation and understanding of key performance indicators.

  • Provide direction and guidance to guarantee consistent achievement of key performance metrics
  • Achieve, measure, report and communicate metric goal attainment for assigned team
  • Ensure accurate and timely communication of client and campaign issues to Manager Site Operations
  • Consistently achieve goals for number of call monitoring per week and scores for assigned team of technical support agents
  • Coach, mentor and develop agent team for skills expansion and promotional opportunities
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
  • Maintain current employee records on direct reports
  • Provide Subject Matter Expertise
  • Ensure training needs of subordinates are met
  • Modify operations as needed to meet service level agreements under supervision of Operations Manager
  • Resolve escalated customer issues
  • Hold team meetings on a regular basis with direct reports
Required Skills and Qualifications:
  • Knowledge:
    • Up-to-date management skills and understanding of employee motivation
    • Understanding of key performance indicators including working knowledge to drive appropriate behavior
  • Skills:
    • Good oral and verbal communication skills
    • Good leadership, coaching and interpersonal skills
    • Good analytical skills
    • Good problem solving skills
    • Team player
  • Abilities:
    • Excellent ability to coach and performance manage agents
    • Ability to show eagerness to take in calls and role model behaviors that their agents can follow
    • Ability to respond positively to changing environment
    • Ability to motivate and encourage agents
    • Ability to maintain and practice high standards of customer service
    • Ability to work independently and in a team
    • Ability to work under pressure

Experience:

  • At least 1 year experience in the related field
  • At least 1 year experience as a supervisor

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