Team Lead

TEAM LEADER

A Team Leader is responsible in guiding, inspiring, motivating and leading a group of individuals (team) for the purpose of achieving a key result or group of aligned results. The team leader monitors the quantitative and qualitative result that is to be achieved.

KEY ACCOUNTABILITIES

The role will involve, but is not limited to

• Lead, train, coach and motivate Team Members in achieving excellent individual and team performance (meet and/or exceed client targets consistently).
• Manage all Team Members in a constructive, efficient manner which includes training, coaching/mentoring, assist in resolving problems, counseling, motivating, recognizing and rewarding.
• Ensure team members remain engaged at all company training sessions and respect is shown to the trainer at all times.
• Ensure that the Team provide an accurate and quality-focused work by following individual Client's standards and performance objectives given through brief instructions and advisory. In case, team member has no client, the scope of responsibility is advised by Management.
• Monitors and approves individual work output of all team members in relation to the scope of work as provided by the Client. This may include number and quality of listings, keyword optimization, imagery and different facets of customer service.
• Identify coaching points for performance improvement then delivers performance reviews of team members and conducts disciplinary interview/counseling. During the probationary stage of the staff tenure, Performance Reviews are crucial during the 1st, 3rd and 5th months until regularization, followed by semi-annual reviews.

Performance reviews can by triggered and required at any time by substantiated client complaint/s or at the discretion of the Team Leader.

• Depending on the client, may monitors recorded or live calls and identify coaching opportunities.
• To liaise directly with clients in all matter pertaining to the team members' performance, attitude and attendance.
• Handle supervisor calls, if needed.

KEY RESPONSIBILITIES

The role will involve, but is not limited to

• Coordinate with the HR department for the monitoring of attendance/time records of the agents. Review and Submit report for staffing request.
• Ensure compliance w/ Company Policy and procedures at all times.
• Promote a Professional and Comfortable working environment to ensure each team member would live by the company values and principles (Leadership, Excellence, Accountability and Passion).
• Assist agents for any HR related concerns or work-related issues to the HR Department for appropriate action.
• Be proactive to give suggestions to improve Training process and work procedure.
• Hone the potential leaders to prepare them for high level positions and tasks in line with the company's fast growth
• The Position's duties will be continually redefined as Company and Client needs dictate for additional responsibilities such as: preparing of reports, weekly/monthly management, team huddles and Client/Business meetings.

QUALIFICATIONS:

• Bachelor's Degree (any related field)
• Minimum 3 years BPO work experience in a Supervisory position (preferably in back-office support outsourcing field)
• Well exposed with the global business of eCommerce and Back Office Support
• Preferably with experience in handling agents under different clients
• Strong presentation skills and impressive verbal and written communication skills
• Confident in handling different client concerns in a business to business enterprise
• Good Interpersonal Skills, able to work effectively with people at all levels of the Organization.
• With Strong People Management Skills (coaching and leadership skills)
• Possess high degree of honesty, integrity and able to maintain confidentiality at all times.
• Requires the ability to acquire a thorough knowledge depending on the business' need and direction.
• Demonstrated strong competencies in team handling, management, analysis, organization and problem solving, understand ideas from planning to implementation stage.
• Excellent time-management skills. Able to work on multiple tasks, flexible to shift priorities and deliver beyond expectations in a fast-paced environment.
• Focus and Driven. Able to take initiative and complete all assigned tasks with minimum Supervision.
• Working knowledge in MS Office (Word, Excel, Outlook, PowerPoint), internet and online tools.