
Team Leader
2 days ago
Position Overview:
The Team Leader will be responsible for managing and overseeing the activities of a team of TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:
- Manage the entire team while also handling scheduling appointments.
- Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.
- Provides continual evaluation of processes and procedures.
- Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching daily to each team member.
- Be always available to employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution.
- Ensure to write and administer performance reviews for skills improvement.
- Manage nesting agents to ensure proper performance before moving to the operations floor.
- Incorporate performance intervention to accelerate learning.
- Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.
- Assist Operations Manager to resolve customer complaints and issues.
- Handling employee related issues and monitoring transaction
- Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.
- Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
Specific Responsibilities:
- Direct line management for Helpware with a size of 10-15 agents.
- Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.
- Regularly review and analyze performance to drive effectiveness and address areas for opportunities.
- Ensure that agents have an understanding of the company's mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.
- Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.
- Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.
- Must have excellent time management skills.
- Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks
- Must have excellent project management skills and client management.
Qualifications:
- Minimum of 2+ years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.
- Proven work experience as a team leader or supervisor.
- In-depth knowledge of performance metrics.
- Excellent communication and leadership skills.
- Organizational and time-management skills.
- Excellent decision-making skills
- Must be amenable to work on graveyard and shifting schedules.
Job Types: Full-time, Permanent
Pay: Php35, Php40,000.00 per month
Benefits:
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Ability to commute/relocate:
- Cebu City: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Can you start October 20?
- What's your previous and expected salary?
Experience:
- Team Leader leading a group of TSRs: 2 years (Required)
Work Location: In person
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