Team Leader

2 days ago

Quezon City, National Capital Region, Philippines Intogreat Solutions Full time

About the Role

Directly reporting to the Operations Manager and being a member of the Operations leadership team, your role is to plan, coach and lead all day-to-day team functions and associated duties to support your staff (a team size ranging 15 to 20 people) to deliver high quality outcomes that delight our clients. This is an exciting and challenging new role focusing on process documentation, improvement, and training through effective and efficient highest quality of knowledge transfer and retention. This gives you the opportunity to shape our broader operations function, employee engagement and culture.

Client Management

  • Develop and execute against client specific account plans
  • Understand client environment, how they interact with the clients, their use cases and value they get from using the platform.
  • Manage client engagement and other client feedback programs.
  • Work with implementation and onboarding managers when needed to ensure client expectations are set correctly and delivered against
  • Work with internal cross-functional teams to ensure high quality service delivery outcomes for clients.
  • Engage internal operations and service delivery teams to support client issues when needed, escalate if necessary.
  • Support with billing, accounting and payment related inquiries when needed.
  • Understand and drive best practices and scalability in client accounts.
  • Collaborate with and share best practices with other delivery managers and internal teams.
  • Understand contract scope and ensure that we deliver on, or there is a plan with client around managing the delivery of contract scope.
  • Act as voice of client inside by advocating for client value and service delivery experience, including raising and escalating issues proactively.

Team Management

  • Ensuring performance metrics of the team are achieved through effective leadership
  • Providing training and coaching to staff using your knowledge in customer service and deep understanding of internal work processes, policies and procedures
  • Interviewing and successfully onboarding new staff as the team grows
  • Analyzing and reporting on productivity and other metrics, including insights and action plans to improve
  • Handling escalations and issues as needed
  • Driving a high performing culture and positive working environment
  • Promoting a collaborative and respectful team environment through effective and engaging leadership
  • Performing other duties as assigned

Qualifications:

  • At least 2 years' experience as a Client Manager/Lead, Client Delivery Manager, Enterprise Account Manager, or in Sales
  • Exceptional English communication and comprehension skills
  • Minimum 2 years leadership experience, preferably in BPO

Training

  • Prior to starting the role as Team Leader, must pass the Leadership Development Program by the company
  • This program is an 8-day training designed for individuals in pursuing a career in leadership
  • Upon successfully completing and passing the program, trainees will be onboarded as Team Leaders

Competencies:

  • Flexibility and adaptability
  • Resiliency
  • Strong problem solving and decision making.
  • Exceptional customer service skills
  • Reliability
  • Strong attention to detail
  • Exceptional communication skills both verbal and written.
  • Collaborative personality

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