Team Lead - WFH

Gordian Staffing, A New Way of HR.

We focus on helping small and medium-sized enterprises in the United States and Canada to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets.

Our Mission:

To match employees with their ideal employers. At Gordian Staffing, we will assist you in prequalification steps to find the remote job that is perfect for you. We vet businesses to ensure that you will be offered above-law benefits and a long-term employment opportunity.

Duties and Responsibilities:

The Team Lead oversees a group of Remote Team Members (RTMs) working across various client accounts. Responsibilities include tracking key performance indicators, ensuring verbal and written quality of work, monitoring attendance and work ethic, maintaining team morale, and serving as the primary point of contact for both the remote team members and their clients. This individual should be a motivated and detail-oriented leader as this role is crucial in maintaining productivity and fostering a positive work environment within a remote setting. The ideal candidate will ensure each remote teammate's performance aligns with and exceeds client expectations.

Key Responsibilities

• Client Advisor: Serves as the primary point of contact for both RTMs and clients. Maintain a constant feedback loop with clients to ensure their needs are met by each RTM. The Performance Lead should be comfortable virtually meeting with US-based clients on a weekly basis.
• KPI Tracking: Monitor key performance indicators to assess RTM productivity and effectiveness. Report on these metrics regularly to ensure transparency with clients.
• Quality Assurance: Implement quality assurance processes to ensure that each team member's work meets or exceeds client standards.
• Process Mastery: Understand each client’s business model to support their RTMs better. Identify the connection between RTM KPIs and client’s business goals to be able to provide suggestions for improvement.
• Performance Improvement: The Performance Lead is responsible for overseeing the performance and development of RTMs.
• Attendance Management: Track attendance and ensure compliance with company policies regarding remote work schedules, time off, sick leave, etc. Address any attendance-related issues promptly.
• Training & Development: Identify each RTM's training needs and facilitate professional development opportunities. Support team members in achieving their career goals while meeting client expectations.
• Conflict Resolution: Address any conflicts or issues that arise between RTMs and clients in a timely manner. Escalate conflicts when necessary.

Schedule:

GRAVEYARD SHIFT

Monday to Friday 9:00 am – 6:00 pm CST

Daylight Saving Time: 10:00 pm – 7:00 am

Manila Time: 11:00 pm – 8:00 am

What We Offer:

Competitive Salary (Based on experience)

Remote Work

13th Month Pay

Medical Care Allowance

Holiday Bonus

Paid PTOs

MIN REQUIREMENTS:

• Must have 2 years of experience as a supervisor, manager, or leadership role.
• Must have 2 years of experience working with US-based clients.
• Excellent verbal and written English communication skills.
• Must be efficient with MS Office applications.

Your device must comply with the following specifications:

Operating systems: Windows 10/11 or MacOS

CPU: 1.8 GHz or faster processor

RAM: 2 GB or more

Hard drive: 128 GB or more (preferably Solid State Drive)

Min. 50 Mbps Internet speed