Team Leader

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