Team Leader

1 week ago

Cebu City, Central Visayas, Philippines Helpware Full time ₱1,200,000 - ₱3,600,000 per year

Position Summary:

The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

● Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.

● Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team's performance. Performs administrative duties for the team (i.e. payroll templates).

● Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Specific Responsibilities:

● Direct line management for Helpware with a size of 10-15 agents.

● Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.

● Regularly review and analyze performance to drive effectiveness and address areas for opportunities.

● Ensure that agents have an understanding of the company's mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.

● Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.

● Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.

● Must have excellent time management skills.

● Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks

● Must have excellent project management skills and client management.

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