Team Leader for AU Telco

4 days ago

Eastwood Metro Manila, Philippines Acquire Intelligence Full time

We're an award-winning global outsourcer providing contact center and back-office services. As Team Leader you'll be responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.

A BIT ABOUT YOU


• Three (3) years experience in a Telco Account with 2-4 years in a team leader role only

• Strong leadership and team management skills.

A SNAPSHOT OF YOUR ROLE

The Team Leader is responsible in leading the team, ensuring they meet performance targets, maintain high-quality standards, and deliver excellent support services. The role involves managing day-to-day operations, offering continuous coaching and development opportunities for team members, and initiating and managing process improvements aimed at enhancing overall efficiency and productivity.

The team leader is responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

DUTIES AND RESPONSIBILITIES


• Lead the team of agents and SMEs, providing guidance, support, and direction.

• Monitor team performance, set clear goals, and performance expectations.

• Conduct regular team meetings to communicate updates, provide feedback, and address concerns.

• Track, analyze, and drive key performance indicators (KPIs) to ensure team members meet service level agreements (SLAs) and performance targets.

• Ensure team's systems, tools, and equipment are in working order.

• Prepare and present performance reports to the leadership team and relevant

stakeholders.

• Ensure proper documentation of processes, procedures, and accurate reporting.

Implement action plans to address performance issues and drive continuous improvement.

• Provide ongoing coaching and mentoring to team members to enhance their skills and

performance.

• Identify learning needs and coordinate with the training department to deliver relevant

programs.

• Identify and implement process improvements to enhance operational efficiency and service quality.

• Manage workflow and resource allocation to meet business demands. Handle escalated customer inquiries and issues, ensuring timely and effective resolution.

• Maintain a high level of customer satisfaction by ensuring quality and accuracy in

processes.

• Collaborate with relevant stakeholders to resolve complex customer issues and improve

overall service delivery.

• Maintain accurate records of team performance, attendance, and other relevant

metrics.

• Ensure adherence to company policies, procedures, and regulatory requirements.

• Foster a positive and motivating work environment to promote employee engagement

and retention.

• Remove barriers affecting the ability of the team to collaborate.

• Assist in the selection of agents to be promoted to future leadership and support roles.

• Undertake other reasonable duties and projects as defined by your line manager.

Why Join the A-Team?

Come for a career, stay for the fun


• HMO Coverage from Day 1 + 2 Free Dependents upon regularization


• 25 Paid Leaves annually (12 Vacation Leaves, 12 Sick Leaves, 1 Birthday Leave)


• Annual Appraisal (Performance-based)


• Fixed Dayshift — enjoy your weekends off


• Career growth opportunities (We prioritize internal promotions)


• Fun campaign activities and events

Apply now

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