BPO Team Leader

5 days ago

Cubao, National Capital Region, Philippines OFFSHORE BUSINESS PROCESSING INC. Full time

Job Summary

  • HMO on Day 1
  • Receive promising perks and rewards
  • Experience travel opportunities
  • Get recognized for what you do
  • Achieve work-life balance
  • Improve exponentially with enhanced learning

Responsibilities

  • Develop and maintain an energetic, high performance company culture that inspires employee commitment, implement Rewards and Recognition programs that drive key behaviors and motivate employees
  • Provide work direction of all team members on enhancing organization performance and career progression
  • Manage the day to day operation of the accounts of the company
  • Manage staffing level to ensure that staffing needs meets business requirements
  • Manage and coordinate workflow to achieve established business targets and objectives.
  • Develops action plan, key projects and initiative to bridge gaps.
  • Ensure that all performance and service standards are met in the areas of quality, processing time and productivity
  • Attend regular meetings with management to improve productivity, product knowledge, and customer satisfaction
  • Deliver complex client engagements that help identify, design, and implement creative business solutions for the company
  • Submit weekly and monthly report to the Team Manager / Director of Business Operations
  • Address the needs, concerns, performance issues, motivation issues, and conflicts of the Teams
  • Partner with Human Resources, Training and Quality departments to develop and implement policies and programs to support the company's business strategies
  • Enhance overall value through assessing service level operation efficiencies and stream lining processes to ensure that our requirements are met in a cost-effective manner
  • Keep customer needs at the forefront of all business strategies, initiatives and decisions and evaluate all actions in terms of their value to the customer
  • Understand customer service level agreements as assigned

Requirements

  • Candidate must have a minimum of 3 years' experience as a Team Leader in a BPO environment
  • Possesses excellent communication skills: listening, verbal and written. Proficient in MS Office, Strong PowerPoint and Excel skills
  • Demonstrated ability to implement and develop strategies, build action plans and set goals
  • Possesses excellent reporting skills
  • Previous leadership/supervisory experience in a BPO environment/freight forwarding company
  • Proven innovative problem-solving abilities and decision-making skills required, in addition to prioritization and planning skills
  • Demonstrated ability to deal with issues involving clients
  • Demonstrated experience in handling complex employee issues
  • Must know how to mentor staff
  • Must be extremely knowledgeable of process and client management
  • Must have experience in developing business processes leading to increased operational efficiency
  • Exhibits good understanding of statistical reports, workforce management and staffing
  • Willing and able to work on a shifting schedule and holiday
  • Applicants must be willing to work in Ortigas or Cubao

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