Team Leader

1 day ago

Taguig, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time $40,000 - $80,000 per year

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual ('KPIs') and financial expectations
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Coordinate and regularly connect with clients (business counterparts) in discussing and reviewing the team's overall performance, present challenges and actions, and way-forward plans.
  • Furnish daily / weekly / monthly performance reports, and be able to present In any business meetings (e.g. Weekly Business Reviews, Game Plan Meetings, Client Connects, etc)

Qualifications:

  • With at least 2 years in supervisor or TL role in a BPO Operations set-up
  • Technical - High level of navigation skills and ability to work using multiple computer systems
  • Fast learning curve with new technologies, products, processes
  • Strong communication skills, both written and verbal
  • Well versed in using Microsoft Office Applications, such as but not limited – Microsoft Office (MS Outlook, Teams, Excel, Word, Powerpoint, etc) Microsoft o365, Sharepoint, OneDrive
  • Work well under pressure, follow through on items to completion, and ability to work independently, making sound decision/s when needed
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a shifting schedule

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