Senior Team Manager Role
7 days ago
Location: Quezon City, Philippines
JOB TITLE: TEAM LEADER (TL)
- Lead and manage a team of production specialists in assigned queue/process.
- Build a healthy and productive work environment.
- Meet assigned productivity and quality targets for the team.
- Drive performance through CPMs, quality, compliance metrics, and employee engagement and retention.
- Mentor and troubleshoot team issues as the first level of escalation.
- Manage a team of production specialists.
- Respond to clients and internal stakeholders in an efficient and professional manner.
- Handle and resolve customer complaints, identify, and escalate priority issues.
- Build a strong personal customer rapport and establish engagement to drive positive customer experience.
- Ensure compliance with all company and departmental policies, procedures, and guidelines.
- Strong people management and performance management skills.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work with large and complex teams.
- Ability to make sound judgments based on practice and previous experience.
- Operating procedures.
- Service levels.
- Process metrics.
- Coaching skills.
- Eye for detail.
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