Team Leader  

Team Leader Position

The primary objective of the Team Leader is to meet and exceed set targets through managing operational performance, attendance and quality of services delivered by each Team Member within his/her assigned group.

Role Specific

General

• Manage day-to-day operation of the Operations Team while maintaining high levels of function expertise
• Establish operations objectives and work plans to improve productivity, product knowledge and customer satisfaction.
• Works with Operations Manager in workforce planning by examining business needs, investigate and evaluate staff scheduling, preparing and allocating staff resources.
• Provide regular data-backed reporting to the Operations Manager that highlights the individual and team standing against the KPI’s.
• Timeliness completion of all assigned tasks, projects, reports, meetings, coaching, and related activities.

People

• Effectively address any performance issue and work with Operations Manager and HR for recommendation and implement any necessary corrective actions.
• Provide consistent documented coaching, feedback and annual performance reviews
• Ensure team adherence to policies and procedures
• Manage team attrition by keeping regular track of any flight risk.
• Ensure that every member of the team is in good health - physically, mentally, and emotionally.
• Facilitates regular weekly and monthly meetings with the Manila team and the wider global team.

Team

• Ensure all Company deployment initiatives are communicated and implemented
• Promote and ensure active participation of the team in company activities such as Town Halls, Trainings and other Engagement Activities
• Attend in all stakeholder set meetings, and Manila and Global Town Halls.
• Empower the team to improve their confidence, leadership and communication skills
• Contributes to the growth of the company through a successful team

Perform other duties that may be assigned by immediate superior from time to time.

• A college degree is an advantage but not preferred
• At least seven (10) years BPO experience in customer service
• Must have at least two (2) years of experience in handling customer service teams, demand management and operations management
• Must have experience in reports and analytics
• Strong problem-solving, project management, multi-tasking, organizational, and leadership skills
• Good English communication skills in both oral and written