Team Leader Professional

3 days ago


Pasig, National Capital Region, Philippines Humanly (humanly) Full time

About Humanly: Humanly is a leading provider of outsourced digital services and next-generation customer experience. We help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure.

We are proud to have a diverse workforce of over 45,000 employees globally, with a presence in multiple locations across the world. Our unique People First culture has enabled us to achieve this growth and expand our operations into new markets.

We understand that our success is driven by our ability to innovate, explore new technologies, and adapt to changing environments. Our team of professionals is dedicated to delivering exceptional results for our clients and partners.

What We Offer: At Humanly, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. We take pride in our inclusive environment and positive impact on the community. Our commitment to a People First culture is reflected in our various departments, including Total Rewards, Wellness, HR, and Diversity.

Job Description: As a Team Leader, you will be responsible for managing day-to-day planning and operations of your team. You will ensure that each of your teammates delivers on their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs). You will also organize and handle the team, making sure everyone adheres to their schedules.

Responsibilities:

  1. Manage day-to-day planning and operations of your team;
  2. Ensure that each teammate delivers on their SLAs and achieves their KPIs;
  3. Organize and handle the team, ensuring adherence to schedules;
  4. Train and develop your team through coaching sessions and team huddles;
  5. Evaluate the strengths and weaknesses of your teammates;
  6. Offer solutions for team growth and development;
  7. Create reports on team performance and document feedback from clients;
  8. Manage issues that may arise, including HR-related ones;
  9. Think creatively to find solutions;
  10. Act as a liaison between management and your team.

Requirements:

  1. At least two years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;
  2. Minimum of one year experience supporting a financial campaign;
  3. Excellent verbal and written communication skills;
  4. Above-average technical know-how;
  5. Previous experience working in phone, email, and live chat customer support roles;
  6. Familiarity with e-Commerce, ZenDesk, or any other CRM tools;
  7. Flexibility and willingness to work on different shifts.

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