Team Leader
Helpware
Date: 1 day ago
City: Cebu City
Contract type: Full time
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:
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.
- 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.
- 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.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Virtual Medical Assistant - On Site (Start Date April 21)
MedSpecialized, Inc.,
Cebu City
2 hours ago
MedSpecialized, Inc. is looking for a Virtual Medical Assistant!About the Client: DrCatalystDrCatalyst (DrC) is a remote healthcare staffing organization that has over 250 billable staff from the Philippines servicing healthcare companies throughout America. We are looking for Energetic and Highly Fluent English speaking Healthcare Professionals to serve new and existing US Healthcare clinics as inbound and outbound clinical operators during...
Sales Team Lead | CEBU
TDCX,
Cebu City
18 hours ago
#BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top reasons to work with TDCX Attractive remuneration,...
Outlet Manager
Sheraton Hotels & Resorts,
Cebu City
21 hours ago
Additional InformationDIP Specialty RestaurantJob Number25042987Job CategoryFood and Beverage & CulinaryLocationSheraton Cebu Mactan Resort, Punta Engano Road, Cebu, Philippines, Philippines, 6015VIEW ON MAPScheduleFull TimeLocated Remotely?NPosition Type Non-ManagementPosition SummaryEnsure staff is working together as a team to ensure optimum service and that guest needs are met. Inspect grooming and attire of staff, and rectify any deficiencies. Complete opening and closing duties including...
