Senior Group Lead

4 weeks ago

Manila, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Title: Senior Group Lead

Are you a seasoned leader looking for a new challenge? Do you have a passion for managing teams and driving results? We are seeking a highly skilled Senior Group Lead to join our team at BEST CAREERS AND OPPORTUNITIES.

Key Responsibilities:
  • Manage a team of Team Leads, providing guidance and support to ensure successful project delivery.
  • Maintain various matrices defined by clients, ensuring accurate and timely reporting.
  • Independently handle customer complaints, providing resolutions and coordinating escalations.
  • Motivate team members through effective management, career development, and implementation of reporting mechanisms.
  • Liaise with other areas of the company, affecting technical support and ensuring seamless communication.
  • Analysis of reports, including process dashboards and team performance reports, initiating appropriate actions plans and trainings.
  • Manage attendance and attendance incentives for the team, ensuring high levels of engagement and motivation.
  • Responsible for administrative aspects of the group/shift, including managing periodic shift-level projects/initiatives.
  • Mentor and assist new hires, providing guidance and support to ensure successful onboarding.
  • Ensure team members are updated, aware of, and compliant with all Company policies and procedures, including Information Security Management Systems.
  • Keep company information, including customer information, confidential and secured.
Desirable Skills:
  • Graduate of any course.
  • 4-6 years of relevant work experience.
  • Good working knowledge of computer software, including MS-Office, Operating Systems, internet services, and online tools.
  • Excellent verbal and written communication and presentation skills.
  • Good interpersonal and people management skills with a good problem-solving approach.
  • Expert knowledge of service procedures.
  • Good analytical skills for MIS, number crunching, and reporting to internal and external customers.
  • Ability to exercise managerial judgment and perform as a mentor.
  • Demonstrated customer service skills.
  • Leadership skills.

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