Team Leader

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Job Description

Responsible for:

Responsible for the day-to-day steering of the Customer Service Representatives. Must also be able to take customer escalations. Manage assigned teams to meet performance, quality, customer satisfaction, efficiency and hours/time goals by providing knowledge, support and guidance in accordance with client-approved processes as well as internal company policies and procedures.

Qualifications And Typical Experience

• Must have 2 years of Team Leader experience
• With Sales or Customer Service background is required
• Amenable to work in Makati
  
  

Main Activities And Responsibilities

Manage the performance and development of direct reports

• Formulate a daily/weekly and monthly plan of action for each agent by using all available statistical or historical data as well as qualitative information
• Conduct regular transaction call monitoring using client approved or company-standard transaction monitoring/quality assurance evaluation forms
• Provide regular coaching to agents based on effective root cause analysis or problem identification techniques
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information
• Conduct regular performance evaluation
  
  

Manage results and numbers

• Track and monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date
• Ensure that individual and team goals are being met on a daily, weekly and monthly basis
• Conduct daily pre or post shift meetings to discuss team stats/reports
• Prepare and submit daily, weekly, monthly and annual reports without delay
  
  

Ensure accountability among team members

• Manage and develop the team to meet and exceed program goals
• Provide regular feedback on performance of subordinates
• Document coaching sessions and prepare development action plan to address areas for improvement
• Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members
  
  

Provide leadership and motivation to direct reports

• Set clear directions for the team through clear communication of goals and objectives, tasks , assignments, etc.
• Conduct regular meetings with agents to improve overall performance of the team
• Give recognition to the team members’ group and individual achievements and prepare the appropriate documentation/commendation
• Has a clear understanding and able to firmly and fairly implement company policies, code of ethics and code of conduct
• Set a good example by strictly adhering to the company’s policies, procedures and guidelines
  
  

Develop harmonious working relationship and teamwork

• Establish open lines of communication within the team
• Promote positive mental attitude
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Keep employee attrition and absenteeism within controllable limits
  
  

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