General - Contractor - C1 - USA

2 days ago

Manila, National Capital Region, Philippines Corpay Full time ₱90,000 - ₱120,000 per year

Objectives
Team Leader responsibilities include overseeing daily operations, ensuring employee productivity, monitoring efficiency of all processes and creating a positive work environment for employees.

Responsibilities

  • Managing/Overseeing shift of 4+ team members to achieve daily operational goals
  • Break/Task allocation
  • Prepare for shift - weather/event/forecast checks
  • Delegating tasks / Assisting on daily tasks
  • Daily call with Gods (IOCs and Ports)
  • Monitoring team chat workflow
  • Monitoring Call Centre Dashboard
  • Monitoring Inventory Dashboard
  • Check Ins
  • Re-allocating tasks, assessing for additional assistance
  • Identify and resolving potential issues on shift as they arise, and/or flagging with Account Managers
  • Escalation level for all customers
  • Shadowing/Mentoring new staff
  • Shift Reports
  • Sick leave rostering/coverage
  • Investigations (with assistance from DP Supervisor / Manager)
  • Disciplinary Action (with assistance from Supervisor / Manager)
  • Leading additional tasks as required of the DP Team

Key Performance Indicators

  • Customer SLAs to be met by 95% or higher for the year
  • Customer and Port ADRs / Rate Caps to be met
  • Monthly call statistics for team & individual to show call duration under 3 minutes
  • 95% minimum yearly score on WUTO quiz
  • 99% punctuality for all shifts
  • Provide at least the minimum notification period for all leave

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