Team Leader I
5 days ago
Overview:
The HomeWiseDocs Team Leader position is responsible for leading a team of 6-7 agents based out of our Cebu and Manila locations. The selected candidate will go through an extensive training program consisting of practical application of their respective team member duties for a minimum of 3-4 months to gain the knowledge necessary to assist with answering product-related questions. After successful completion of the practical application training program, the Team Leader will assume the daily responsibilities of leading their team including but not limited to one-on-one meetings, ad hoc coaching, scheduling and timecard duties, and ensuring team engagement and company culture is best in class.
Responsibilities:
- Responsible for reviewing source data and processing documents for data entry purposes
- Key data from source documents into the system
- Responsible for the analyses and interpretation of data, with a focus on the accuracy of information
- Enter data and complete Lender Questionnaire forms by transferring and interpreting information accurately.
- Ensure questionnaires are completed within the company published time frames
- Conducts 1:1's with all team members on a monthly basis
- Responsible for their team meeting or surpassing all KPI target metrics on a daily, weekly, monthly and annual basis while ensuring schedule adherence, coordination of training, project distribution as well as leading projects or initiatives as assigned
- Providing real-time feedback to all employees
- Handling disciplinary actions
Qualifications:
- Associate or Bachelor Degree Preferred
- 3 years Customer Service experience leading teams of 5+ agents.
- Ability to work accurately and with eye for detail.
- Ability to multitask
- Proficient in PC applications, including Microsoft Office, Adobe experience is a plus
- Written customer service skills required
- Ability to analyze, model and interpret data
- Problem solving skills
- A methodical and logical approach
- The ability to plan work and meet deadlines
- Must be able to meet productivity and attendance guidelines.
- Occasional overtime may be requested
Top 3 Qualification
- Minimum 3 years' experience in successfully leading teams of 5+ agents
- Must be detailed oriented, have strong computer skills, and great focus on quality
- Ability to multitask in a fast paced environment
COMPETENCIES
- Passion for leading and developing employees
- Attention to detail
- Self-motivated and goal oriented
- Experience in fast paced, production environment
- Ability to learn and utilize new procedures and processes quickly
- Organizational skills and ability to effectively prioritize group/individual tasks
- Ability to multi-task and deal with a variety of unrelated issues at the same time
- Able to communicate and work with senior management
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