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Team Performance Coordinator

7 days ago

Quezon City, National Capital Region, Philippines Humanly (humanly) Full time

About Humanly:

We are a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping our clients represent, protect, and grow their brands.

Leveraging a cloud-based infrastructure, we serve clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

Our People First culture has enabled us to expand our workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

About the Role:

A Team Leader will be responsible for providing the best customer experience for clients through their team. They must drive the performance of their teammates for them to continuously hit their goals.

The Team Leader will manage day-to-day planning and operations of their team, ensuring each teammate delivers on their SLAs and achieves their KPIs.

Key Responsibilities:

  1. Manage day-to-day planning and operations of the team;
  2. Ensure teammates deliver on SLAs and achieve KPIs;
  3. Organize and handle the team, ensuring adherence to schedules;
  4. Train and develop teammates through team huddles and coaching sessions;
  5. Evaluate strengths and weaknesses of teammates;
  6. Offer solutions for team growth and development;
  7. Create reports of 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 liaison between management and the 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. Excellent verbal and written communication skills;
  3. Above-average technical know-how;
  4. Previous experience working in phone, email, and live chat customer support roles;
  5. Familiarity with e-Commerce, ZenDesk, or any other CRM tools;
  6. Flexibility and willingness to work on different shifts.