Team Leader

2 days ago

Cebu City, Central Visayas, Philippines Helpware Full time ₱360,000 - ₱600,600 per year

Position Overview:

The Team Leader will be responsible for managing, leading, and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual meets and exceeds the standards set by the company and the client. Some primary responsibilities are as follows:

  • Monitors the performance of each team member against specified account/program metrics and provides the necessary support and assistance to exceed or improve those metrics.
  • Regularly performs tasks related to team management (i.e., coaching and mentoring, performance feedback-giving) and data reporting on the team's performance. Performs administrative duties for the team (i.e., payroll templates).
  • Motivates agents to perform at their maximum capacity to fulfill professional growth targets, enhance the account's productivity and the company's overall profitability.

Specific Responsibilities:

  • Direct line management with a size of up to 10 to 15 agents.
  • Build and shape our Customer Support function, ensuring the team is focused on creating a premium experience for our customers.
  • Provide real-time feedback and direction to the team based on current ticket trends and make adjustments to their workflow if necessary.
  • Manage performance behavior through effective communication by regular team meetings, daily standups, ticket audits, mentoring, and coaching.
  • Analyze, implement, and monitor key performance indicators with a focus on driving results, improving efficiency, and creating quality experiences.
  • Spend 25% of your time responding and resolving customer requests in a timely and accurate manner within Zendesk.
  • Ensure that agents understand the company's mission, vision, and behavioral aspects that play a significant role in their yearly performance evaluation/reviews.
  • Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.
  • Nurture a culture within the team that demonstrates alignment with leadership principles. One that can tie company decisions to leadership principles and tenets.
  • Must have excellent time management skills.
  • Quick to adapt to a fast-paced environment while working to quickly learn how to manage multiple tasks.
  • Must have excellent project management skills and client management.

Qualifications:

  • 2+ years experience leading Customer/Technical Support teams, preferably in the BPO industry or a high-growth technology company.
  • Proven experience as a people leader with a strong passion for building and developing effective talent through effective communication and coaching.
  • In-depth knowledge of performance metrics and strong analytical skills to interpret data to inform change.
  • A desire and steadfast approach to continuously improve the customer and employee experience.
  • Excellent English (C1 proficiency or higher) communication skills both written and verbal.
  • Excellent organizational and time-management skills.
  • Excellent decision-making skills.
  • Must be able to work on graveyards and shifting schedules.
  • Completed or working towards a tertiary degree is preferred.

Job Types: Full-time, Permanent

Pay: Php30, Php55,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Paid training
  • Pay raise

Application Question(s):

  • What's your previous and expected salary?
  • Can you start December 8 or ASAP?

Experience:

  • Team Leader: 2 years (Preferred)

Location:

  • Cebu City (Required)

Work Location: In person

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