Operations Team Lead

5 days ago

Cebu City, Central Visayas, Philippines Office Partners 360 Full time ₱420,000 per year

QUALIFICATIONS:

  • With at least 2 years of experience as a Team Leader
  • Should have finished at least 2 years in college or equivalent
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Works well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Willing to work a flexible schedule
  • Able to work onsite

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.
  • 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 Key Performance Indicator ('KPIs') and financial expectations.
  • Provide excellent customer service and determine the needs of the client.
  • Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
  • Participate in the development and presentation of proposals for business development.
  • Balance the needs of key stakeholders and ensure the team they are involved with are aware of the combined end goals.
  • Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
  • Communicate expectations to employees and provide timely updates
  • 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.
  • Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
  • Efficiently coach associates in meeting the metrics
  • Manage team attrition

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

  • Health insurance

Ability to commute/relocate:

  • Cebu City: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Are you amenable in working on a permanent night shift?
  • What is your expected salary?

Experience:

  • Team Lead: 1 year (Required)

Work Location: In person

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