Team Leader

Position Overview:

The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

• Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.
• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates).
• Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Specific Responsibilities:

• Direct line management for Helpware with a size of 10-15 agents.
• Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.
• Regularly review and analyze performance to drive effectiveness and address areas for opportunities.
• Ensure that agents have an understanding of the company’s mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.
• Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.
• Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.
• Must have excellent time management skills.
• Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks
• Must have excellent project management skills and client management.

Qualifications:

• Minimum of 2+ years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.
• Proven work experience as a team leader or supervisor.
• In-depth knowledge of performance metrics.
• Excellent communication and leadership skills.
• Organizational and time-management skills.
• Excellent decision-making skills
• Must be amenable to work on graveyard and shifting schedules.