Team Leader

2 weeks ago

Quezon City, National Capital Region, Philippines HGS Full time

Job Description: Team Leader

Duties and Responsibilities:

  • Ensures that the team and staff meet the account's productivity standards.
  • Responsible for monitoring call center and agent on-line ACD data, ensuring that the floor operations meet the standards set (KPIs) in periodic intervals for the shift.
  • Monitors all areas of performance metrics and helps the program manager/s ensure client service levels are met or exceeded.
  • Monitors service contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
  • Coordinates with all parties concerned when systems affecting operations are not working effectively and reports the same to the operations management team.
  • Works with program manager/s to develop better ways to improve the system, processes, service and quality.
  • Determines work procedures and expedites workflow.
  • Acts as subject-matter experts to the operations team / floor by addressing product-specific questions and taking customer escalations, as needed.
  • Addresses escalated customer/client issues that require special handling, until resolution.
  • Works with team members to resolve grievances.
  • Coaches and counsels his/her individual team members regularly to ensure that all standards of performance are met as well as maintain a high level of employee engagement and satisfaction across.
  • Takes charge of discipline management of team members and, in compliance with company policy, carries out necessary corrective measures and disciplinary actions targeted to uphold and meet the program's performance standards and the company's key objectives.
  • Performs people development activities geared towards the further improvement & growth of his/her staff.
  • Prepares composite reports from individual reports of subordinates.

Qualifications:

  • At least 2 years of experience in handling a Team while managing a customer service process.
  • The candidate should have an overall experience of 3+ years in BPOs.
  • Should be willing to work the night shift and shifting schedule.

  • Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱300,000 - ₱600,000 per year

    TheTeam Leaderis responsible for supervisory duties and the support and development of the agents. The incumbent will be responsible for executing performance improvement strategies for the attainment of department and team goals. This position will be responsible for monitoring rep calls, quality and performance-related coaching and providing...

  • Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱250,000 - ₱500,000 per year

    DescriptionTheTeam Leaderis responsible for entry level supervisory duties and the support and development of the agents. The incumbent will be responsible for executing performance improvement strategies for the attainment of department and team goals. This position will be responsible for monitoring rep calls, quality and performance-related coaching and...

  • Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines Bravefoods Global Holdings Inc. Full time ₱900,000 - ₱1,200,000 per year

    About the role We are seeking an enthusiastic and experienced Team Leader | Milkman/Milkmaid to join our team at FRNK, located at Robinsons Magnolia in Quezon City Metro Manila. As a full-time Team Leader, you will play a crucial role in ensuring the smooth and efficient operation of our milk tea shop, overseeing a team of baristas and providing exceptional...

  • Deputy Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines Woodfields Consultants, Inc Full time ₱600,000 - ₱960,000 per year

    Job Qualifications:Bachelors:Must hold a degree in the field of Finance/Accountancy /EconomicsLicense:Certified Public Accountant and/or Chartered Financial AnalystExperiences:Must have a minimum of ten (10) years of demonstrated experience as a financial & economic analyst, including extensive experience in financial modeling and analysis.Must have...

  • Operations Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines 7783b009-a26c-4894-aaa5-fea8a297d2d7 Full time $104,000 - $130,878 per year

    Position:Operations Team LeaderLocation:Quezon CityOverview:Leads and manages a team of CSRs in daily call center operations, ensuring targets and service levels are met. Monitors individual and team performance, provides regular coaching, feedback, and performance evaluations. Handles escalated calls and supports agents in complex customer interactions....

  • Tax Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines 4b6271d7-6df0-4dc0-a3ff-2f1cea91cca2 Full time ₱600,000 - ₱800,000 per year

    Position Summary:The Tax Team Leader will play a crucial role in assisting the company with tax compliance requirements and providing strategic tax planning advice to ensure accuracy, compliance, and efficiency.Key ResponsibilitiesPrepare and review tax-related reports such as VAT, EWT, and other applicable filings.Ensure compliance with regulatory...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱1,200,000 - ₱2,400,000 per year

    Job Overview:The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.Duties and responsibilities●To manage the day–to-day planning, operation and problem-solving of a team of agents to meet withthe required service level components, to develop the team to...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱2,000,000 - ₱2,500,000 per year

    Job Overview:The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.Duties and responsibilities●To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team...

  • Team Leader

    2 weeks ago

    Caloocan City, National Capital Region, Philippines Eisberg Cold Logistics, Inc. (ORCA Caloocan) Full time ₱300,000 - ₱600,000 per year

    Job Summary:The Team Leader at ORCA Cold Chain Solutions is responsible for supervising the day-to-day activities of warehouse personnel within the cold storage facility. This role ensures that all inbound, storage, and outbound processes are executed safely, efficiently, and in compliance with ORCA's quality and temperature control standards. The Team...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Windoway Trading Inc. Full time ₱1,920,000 - ₱3,840,000 per year

    Responsibilities and duties of Team Leader shall include, but shall not be limited to:Responsible for the one-on-one counseling on his teamConduct project orientation and explain encoding instructions to the newly hired keyers/ document scanning clerks.Coordinate with the Quality Control Group regarding the accuracy of each keyer.Check attendance of data...