2021 Team Leader

This position offers a temporary Work-From-Home Set-up

Opportunity Expired

The Team Leader serves as mentor and coach to the staff on the floor and acts as the first point of escalation for client-specific issues.

• Supervise the day-today operation of a team of 18-20 staff
• Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
• Support and develop staff to improve efficiency and performance of the team
• Analyze agents’ performance and develop action plan, key projects and initiative to bridge gaps
• Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues
• Motivate and coach team members on effective use of process and procedures
• Maintain coaching logs and audits for documentation and reporting
• Drive and track process parameters critical to quality and process
• Attend regular meetings with the Management Team and clients
• Proactively contribute ideas and give timely feedback to the Management Team
• Submit weekly and monthly report to the client and Team Manager
• Disseminate client-specific information in a timely manner
• Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes
• Support the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit
• Address agents’ needs and concerns, performance and motivation issues and conflicts
• Interact with external clients and the Management, in the absence of the Team/Operations Manager
• Drive a positive and healthy working environment

Requirements

• Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's/College Degree in any course
• With at least 2 SOLID years of working experience in the same role is required for this position
• Demonstrated ability to coach, motivate and provide performance feedback
• Knowledgeable in conflict resolution and disciplinary methods
• Proven ability to identify opportunities for process improvements
• Exhibit understanding on workforce management and staffing
• Demonstrate ability to develop and implement process improvement initiatives
• Possess strong organizational, interpersonal and time management skills
• Proven experience in adapting to and leading change
• Has effective written and oral communication skills
• Willing and able to work on a shifting schedule and holidays
• Proficient in a Microsoft Office Environment, specifically Word, PowerPoint and Excel
• We provide temporary work-from-home set up but applicants must be willing to work in Ortigas should onsite work resumes

Hiring criteria

You should have or be completing the following to apply for this opportunity.

The opportunity is available to applicants in any of the following categories.