Team Leader

7 days ago

Makati City MNL Philippines Probe Group Full time ₱1,200,000 - ₱2,400,000 per year

Main Activities and Responsibilities:

Manage the performance and development of direct reports

• Formulate a daily/weekly and monthly plan of action for each agent by using all available statistical or historical data as well as qualitative information

• Conduct regular transaction call monitoring using client approved or company-standard transaction monitoring/quality assurance evaluation forms

• Provide regular coaching to agents based on effective root cause analysis or problem identification techniques

• Conduct daily pre or post shift meetings to discuss and/or cascade critical information


• Conduct regular performance evaluation

Manage results and numbers

• Track and monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date

• Ensure that individual and team goals are being met on a daily, weekly and monthly basis

• Conduct daily pre or post shift meetings to discuss team stats/reports

• Prepare and submit daily, weekly, monthly and annual reports without delay

Ensure accountability among team members

• Manage and develop the team to meet and exceed program goals

• Provide regular feedback on performance of subordinates

• Document coaching sessions and prepare development action plan to address areas for improvement

• Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members

Provide leadership and motivation to direct reports

• Set clear directions for the team through clear communication of goals and objectives, tasks , assignments, etc.

• Conduct regular meetings with agents to improve overall performance of the team

• Give recognition to the team members' group and individual achievements and prepare the appropriate documentation/commendation

• Has a clear understanding and able to firmly and fairly implement company policies, code of ethics and code of conduct

• Set a good example by strictly adhering to the company's policies, procedures and guidelines

Develop harmonious working relationship and teamwork


•  Establish open lines of communication within the team

• Promote positive mental attitude

• Thrive as a team player in a fast-paced, high-energy, change-oriented environment

• Keep employee attrition and absenteeism within controllable limits

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