Team Leader l EXL Cebu l Can Start ASAP

2 days ago

Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

Role/ Responsibilities

  • Serves as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
  • Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements.
  • Assist new hires such that they are productive on the floor in the shortest possible time frame
  • Provides inputs on process and system to the team members.
  • Client Interaction, where required at the level of Supervisors.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.

Performance Parameters

  • Team Quality performance
  • Team Productivity performance
  • Team Customer Satisfaction and engagement performance
  • Team Reliability, Attendance and schedule adherence
  • Level of subject matter expertise

Primary Responsibility

  • Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and monitor team performance as per agreed KPIs
  • Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time
  • Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements
  • Provide coaching and feedback to team members to enable them to improve their performance
  • Ensures the team's understanding and use of information system capability and functionality
  • Provide inputs on process and system to the team members.
  • Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
  • Ensures compliance with internal policies and procedures, external regulations and information security standards
  • Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance
  • Handle client feedback and escalations

Required Qualifications

  • College Graduate
  • Ability to interpret assignments and understand department strategy
  • Adaptable with the ability to thrive in a fast-paced environment with strong attention to detail
  • Capacity to multi-task, including use of multiple computer applications simultaneously
  • Effective verbal and listening communication skills
  • Experience making decisions and working independently with little supervision
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work Experience Requirements

  • BPO/Call center Experience – 3-4 years
  • 1 year team handling experience

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