Senior Team Leader

2 days ago

Quezon City, National Capital Region, Philippines IFIVE INC. Full time $104,000 - $130,878 per year

HIGHLIGHTS

  • Competitive compensation and benefits packages
  • Continuous professional development and learning opportunities
  • Regular engagement activities and events

______________________________________________________________________________

SENIOR TEAM LEADER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent

ROLE OVERVIEW

We are looking for a Senior Team Leader to be part of our team.

  • This role is responsible for managing a cluster of 4 to 6 Team Leaders, supporting a workforce of 60 to 90 FTEs. This role ensures that the cluster meets and exceeds overall scorecard targets, drives attendance and attrition management, monitors queue management and utilization, and ensures coaching compliance. Additionally, the Senior Team Leader is responsible for moderating QA calibration variance, implementing organizational processes, and holding team members accountable for their performance.

MAIN RESPONSIBILITIES

Cluster Performance Management

  • Drive the cluster to achieve and exceed overall scorecard metrics, including productivity, quality, and SLA adherence.
  • Analyze and address performance trends, identifying opportunities for improvement.
  • Monitor queue performance, ensuring efficient allocation of resources and minimal delays.
  • Ensure high utilization rates by balancing workload and maintaining employee engagement.

Team Leadership and Support

  • Supervise 4 to 6 Team Leaders, providing guidance, mentorship, and support to achieve cluster objectives.
  • Conduct regular performance reviews with Team Leaders and provide actionable feedback.
  • Serve as a role model, demonstrating professionalism, accountability, and commitment to organizational goals.
  • Ensure that directives, processes, and changes are effectively communicated and implemented across the cluster.

Attendance and Attrition Management

  • Track and manage attendance within the cluster, ensuring adherence to company policies.
  • Identify and address the root causes of absenteeism and attrition to improve retention.
  • Develop engagement strategies to foster a positive work environment and reduce turnover.

Coaching and Quality Assurance

  • Ensure coaching compliance within the cluster, conducting regular audits of coaching sessions.
  • Drive quality improvement initiatives by moderating QA calibration sessions and addressing variances.
  • Work with Team Leaders to develop tailored action plans for agents requiring performance improvement.

Accountability and Reporting

  • Hold employees accountable for meeting performance standards and company policies.
  • Prepare and present cluster performance reports to the Operations Manager, highlighting achievements and areas for improvement.
  • Collaborate with cross-functional teams to address operational challenges and implement solutions.

REQUIREMENTS

  • At least three (3) years of work experience in the BPO Industry, two (2) years of which in supervisory capacity
  • Displays excellent verbal and written English language skills, with strong business writing skills
  • Displays ability to collaborate with employees across all levels and use different communication styles
  • Displays ability to use the computer using the Windows environment, including MS office applications, electronic mail, internet
  • Must demonstrate sound arithmetic, analytical and problem-solving skills
  • Must possess strong and logical decision-making skills
  • Must have undisputed integrity
  • Willing and able to work on a night shift schedule
  • Must be able to work on our site at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City

  • Senior Team Leader

    1 day ago

    Quezon City, National Capital Region, Philippines TechNerds Solutions Full time $80,000 - $100,000 per year

    HIGHLIGHTSCompetitive compensation and benefits packagesContinuous professional development and learning opportunitiesRegular engagement activities and events______________________________________________________________________________SENIOR TEAM LEADERWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow...

  • Team Leader

    1 day ago

    Quezon City, National Capital Region, Philippines ONE CALL SOLN CALL CENTER SERVICES Full time ₱360,000 - ₱480,000 per year

    ONE CALL SOLN CALL CENTER SERVICES is hiring a Full time Team Leader role in Quezon City, NCR. Apply now to be part of our team.Job summary:Flexible hours available2-3 years of relevant work experience required for this roleExpected salary: ₱25,000 - ₱40,000 per monthOne Call Solutions Company provides comprehensive and innovative technology solutions...

  • Team Leader

    3 weeks ago

    Quezon City, National Capital Region, Philippines GUS Educations PH Full time

    The Digital Assessment Systems Team Leader will lead and manage Digital Assessment Systems team in Hyderabad and Manila ensuring the smooth operation in accordance with the University's policies, procedures, and regulations.The post holder will be a key leader of the manage Digital Assessment Systems function for operational excellence and high standards of...

  • Team Leader

    1 day ago

    Quezon City, National Capital Region, Philippines GUS Educations PH Full time $90,000 - $120,000 per year

    The Digital Assessment Systems Team Leader will lead and manage Digital Assessment Systems team in Hyderabad and Manila ensuring the smooth operation in accordance with the University's policies, procedures, and regulations. The post holder will be a key leader of the manage Digital Assessment Systems function for operational excellence and high standards...

  • Team Leader

    1 day ago

    Quezon City, National Capital Region, Philippines GUS Education PH Full time

    OverviewThe Digital Assessment Systems Team Leader will lead and manage the Digital Assessment Systems team in Hyderabad and Manila, ensuring the smooth operation in accordance with the University's policies, procedures, and regulations. The post holder will be a key leader of the digital assessment systems function for operational excellence and high...

  • Assistant Team Leader

    2 days ago

    Quezon City, National Capital Region, Philippines Helloconnect Inc Full time $40,000 - $60,000 per year

    About the job Assistant Team Leader (ROW) Job Description As an Assistant Team Leader, you will play a vital role in supporting the Team Leader to ensure the team operates effectively and meets its objectives. In this developmental role, you will assist in monitoring daily team performance, contributing to coaching sessions, and facilitating team...

  • Strategic Team Leader

    4 days ago

    Quezon City, National Capital Region, Philippines beBeeLeadership Full time $90,000 - $120,000

    The Operations Director role offers a unique opportunity to lead the strategic direction of a growing team in Member/Participant Processing, driving digitization and automation efforts.Key ResponsibilitiesDevelop and execute procedures and policies to ensure seamless service delivery, leveraging expertise in investment products and operational...

  • Senior Team Leader

    2 days ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time $40,000 - $60,000 per year

    Are you a seasoned leader with a passion for cultivating high-performance teams and ensuring client satisfaction? Support Services Group is actively seeking a Senior Team Leader to play a pivotal role in our retention account. If you excel in motivating and developing teams, have a background in Local Bank Collections, and possess exceptional communication...

  • Operations Team Leader

    5 days ago

    Quezon City, National Capital Region, Philippines MicroSourcing Full time

    Operations Team Leader | Eastwood | Onsite | DayshiftJoin to apply for the Operations Team Leader | Eastwood | Onsite | Dayshift role at MicroSourcingJob OverviewIn general terms, the Account Manager is primarily responsible for monitoring and setting up of metrics, monitoring attendance and implementing the company code of conduct, updating and keeping...

  • Team Leader

    1 day ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱900,000 - ₱1,200,000 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...