Team Leader I

4 days ago

Pasay, National Capital Region, Philippines Stefanini Group Full time

 
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

Additional Note:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.



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
  • 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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