Team Leader

2 weeks ago

Quezon City, National Capital Region, Philippines Acquire Intelligence Full time ₱15,000 - ₱30,000 per year

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

DUTIES AND RESPONSIBILITIES

  • Lead the team of agents and SMEs, providing guidance, support, and direction.
  • Monitor team performance, set clear goals, and performance expectations.
  • Conduct regular team meetings to communicate updates, provide feedback, and address concerns.
  • Track, analyze, and drive key performance indicators (KPIs) to ensure team members meet service level agreements (SLAs) and performance targets.
  • Ensure team's systems, tools, and equipment are in working order.
  • Prepare and present performance reports to the leadership team and relevant stakeholders.
  • Ensure proper documentation of processes, procedures, and accurate reporting. Implement action plans to address performance issues and drive continuous improvement.
  • Provide ongoing coaching and mentoring to team members to enhance their skills and performance.
  • Identify learning needs and coordinate with the training department to deliver relevant programs.
  • Identify and implement process improvements to enhance operational efficiency and service quality.
  • Manage workflow and resource allocation to meet business demands.
  • Handle escalated customer inquiries and issues, ensuring timely and effective resolution.
  • Maintain a high level of customer satisfaction by ensuring quality and accuracy in processes.
  • Collaborate with relevant stakeholders to resolve complex customer issues and improve overall service delivery.
  • Maintain accurate records of team performance, attendance, and other relevant metrics.
  • Ensure adherence to company policies, procedures, and regulatory requirements.
  • Foster a positive and motivating work environment to promote employee engagement and retention.
  • Remove barriers affecting the ability of the team to collaborate.
  • Assist in the selection of agents to be promoted to future leadership and support roles.
  • Undertake other reasonable duties and projects as defined by your line manager.

Join the A-Team and experience the A-Life

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