Team Leader I

2 weeks ago

Pasay, National Capital Region, Philippines Stefanini North America and APAC Full time

Details
Job Description

Job Responsibilities

  • Create an inspiring team environment with an open communication culture; Motivate team members; Encourage creativity and risk-taking
  • Managing a team, set clear team goals; Monitor team performance and report on metrics; Recognize high performance and reward accomplishments
  • Delegate tasks and set deadlines; Oversee day-to-day operation
  • Discover training needs and provide coaching
  • Listen to team members" feedback and resolve any issues or conflicts
  • Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition
  • Ensuring each employee meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance
  • Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned
  • Performing root cause analysis and identifying opportunities for helpdesk efficiencies
  • Address escalations and communicate with client for team and process improvement
  • Working with the Recruiting Department in hiring qualified candidates
  • Creating a cohesive team environment through consistent management
  • Quality monitoring
  • May provide workforce management
  • Special project work may be assigned as needed

Job Requirements

Skills, Licenses, Knowledge, Education And Training Requirements

  • University degree or equivalent required
  • At least three (3) years' relevant leadership/management experience in an ITO setting
  • At least one (1) year of experience in leading a Deskside/Field Technician team
  • Excellent attention to detail
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • May require additional project-specific training
  • Must be amenable to work in a hybrid setup

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