Team Leader

6 days ago

Sorsogon, Bicol, Philippines beBeeLeader Full time ₱4,500 - ₱7,500

A vital part of our company's growth is the role of Team Captain, who manages a team of agents and serves as a point of escalation for issues outside their authority.

  • As a Team Captain, you will be responsible for the day-to-day management of your team, including monitoring attendance and punctuality, and identifying growth and development opportunities for your team members.
Key Responsibilities
  • People Management:
    • Identify growth and development opportunities for Team Captains and team members
    • Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper guidance as needed
  • Performance Quality Management:
    • Monitor and assess Team Captains' and team members' performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
    • Ensure that Team Captains and team members are properly trained and working consistently to meet client needs.
    • Ensure that the team meets company and client-specific KPI targets.
  • Logistics:
    • Ensure that team members and equipment needs are met to sustain service levels
    • Recommend/suggest relevant alternatives to the product or tool being used by the company
  • Internal Coordination:
    • Work with the Senior Manager for People to make recommendations for their Team Captains' and team member's career path, and assist in making a comprehensive training plan for them.
    • Relay consistent issues to Service Delivery Manager in a timely and efficient manner
    • Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader .
    • Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization
  • External Communications:
    • Be familiar with the client's key contacts, unique requirements, and operating processes.
    • Demonstrate mastery on the company and Client's offerings (i.e. its product and services)
    • Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
    • Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.
    What We're Looking For

We're seeking impact-driven individuals who are passionate about helping us grow and achieve our Purpose. If you're Curious and Authentic, we want to hear from you

  • You'll have a Bachelor's/College Degree in any related field you're passionate about.
  • You'll have at least 2 years of experience leading supervision/leadership roles.
  • You'll have at least 3 years of Client facing experience.
  • You'll have at least 2 years of experience providing coaching.
  • You'll have Basic knowledge of Root Cause Analysis.
  • Lean Six Sigma knowledge is a plus.
  • You'll have Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs, Google Slides) and MS Office applications.
  • You'll have Excellent verbal and written communication skills.
  • You'll have an ability to understand and communicate complex ideas to others, both verbally and in written form.
  • You'll have Aptitude to quickly learn and navigate new technology, systems, and applications.
  • You'll have Ability to accept feedback gracefully and with an open mind.
  • You'll have Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization.
    • Private Health Insurance
    • Paid Time Off
    • Work From Home
    • Training & Development

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