Visionary Leadership Position

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeLeadership Full time ₱1,435,319 - ₱2,813,316
About Us

We specialize in connecting diverse professionals with global organizations.

  • Our team is united by our desire to create a positive impact through meaningful work opportunities.
  • We strive to build a community that values collaboration and mutual growth.
Job Responsibilities

As a Senior Team Captain, you will oversee:

  • A minimum of three autonomous teams
  • A team with a minimum headcount of eight and a dedicated leader
  • A team captain managing a minimum of four team members

You will be responsible for day-to-day management of your teams and those reporting directly to you. You will serve as a point of escalation for issues outside an agent's or Team Captain's authority. You will collaborate with the Service Delivery Manager and People Manager to identify growth and development opportunities for team members.

Key Performance Areas

People Management:

  • Identify growth and development opportunities for Team Captains and team members
  • Monitor attendance and punctuality, escalating issues to HR as needed

Performance Quality Management:

  • Monitor and assess Team Captains' and team members' performance, providing timely feedback through coaching and regular reviews
  • Evaluate training needs and ensure team members meet client expectations
  • Maintain KPI targets for the team

Logistics:

  • Ensure team members and equipment needs are met to sustain service levels
  • Recommend alternative solutions to products or tools

Internal Coordination:

  • Work with the Senior Manager for People to develop career paths for Team Captains and team members
  • Relay consistent issues to the Service Delivery Manager
  • Foster culture building and embody Core Values
  • Guide advisors and analysts to promote growth and development

External Communications:

  • Familiarize yourself with client contacts, requirements, and processes
  • Demonstrate mastery of company offerings
  • Solve complex client requests and complaints
  • Identify opportunities for continuous improvement and additional client value
Requirements

We are looking for individuals who are:

  • Curious and authentic
  • Passionate about client satisfaction

You should have:

  • Bachelor's degree in any related field
  • At least two years of leadership experience
  • Three years of client-facing experience
  • Two years of coaching experience
  • Basic knowledge of Root Cause Analysis
  • Lean Six Sigma knowledge (optional)
  • Intermediate knowledge of cloud-based applications and MS Office
  • Excellent verbal and written communication skills

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