Senior Team Leader

HIGHLIGHTS

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

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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