Senior Team Lead

1 week ago

Pasig, National Capital Region, Philippines KMC Solutions Full time

The Role

Our growing company is seeking to hire a Senior Team Leader who will be responsible for leading and motivating teams, overseeing daily operations, and acting as a liaison between the teams and the upper management. Key responsibilities involve setting clear goals, delegating tasks, monitoring performance, providing coaching and feedback, and resolving conflicts. To be successful as a Senior Team Leader, you should have strong leadership, communication, and problem-solving skills, often with experience in performance metrics and strategic planning. Ultimately, a strong Senior Team Leader can manage both staff and leadership team, with clear focus on performance, growth and development.

Job Responsibilities

  • Managing the day-to-day activities of the team.
  • Motivating the team to achieve organizational goals.
  • Help us create targets for individuals and teams
  • Developing and implementing a timeline to achieve targets
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Delegating tasks to team members.
  • Conducting training of team members to maximize their potential.
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
  • Creating a pleasant working environment that inspires the team.
  • Devise ways to optimize procedures and keep staff motivated
  • Measure team performance with key metrics such as call abandonment٫ calls waiting٫ sales, quality, csat, service levels, etc. Ensure adherence to policies for attendance٫ established procedures etc.
  • Keep management well-informed about issues and problems
  • Prepare monthly/annual results and performance reports
  • Contributing to the growth of the company through a successful team.
  • Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
  • Communicate with clients via phone/email/chat
  • Attend all requested meetings with team, manager, etc.
  • Other duties, as assigned

Key Responsibilities

  • Team leadership and motivation: Guide, coach, and motivate team members to achieve their full potential and foster a positive, collaborative environment.
  • Goal setting and task delegation: Set clear team goals, delegate tasks based on individual strengths, and manage deadlines.
  • Performance management: Monitor team performance against key metrics, conduct performance reviews, and implement strategies for improvement.
  • Operational oversight: Oversee daily operations, ensure adherence to quality standards and company policies, and manage resources effectively.
  • Communication and reporting: Act as a bridge between the team and upper management, communicating team progress, goals, and issues.
  • Problem-solving and conflict resolution: Address and resolve escalated issues and conflicts within the team to maintain a productive workflow.
  • Training and development: Identify training needs and provide coaching to enhance team members' skills.

Qualifications/Skills:

  • Proven experience in a leadership or supervisory role.
  • Strong leadership, decision-making, and problem-solving skills.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Proficiency with performance metrics and reporting.
  • Meeting KPI goals by monitoring progress
  • Ability to work under pressure and manage multiple priorities.
  • Strong business sense and industry expertise
  • Proven ability to create, implement and drive process from plan to close
  • Excellent mentoring, coaching and people management skills

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