Team Leaders — Financial management firm
Open Access BPO
Date: 1 week ago
City: Makati City
Contract type: Full time
Qualifications
Once hired, Team Leaders for our financial management program are tasked to accomplish these responsibilities:
- A degree or equivalent work experience in management or training in team leading is a plus
- Work experience as a team leader or supervisor
- In-depth knowledge of performance metrics
- Good technical skills—able to comfortably navigate through smartphone and desktop applications
- Experience in using MS Office applications, especially Excel
- Excellent written and spoken English communication skills
- A team player, empathic and diplomatic with effective conflict resolution skills but equally competent working independently if needed
- Experience handling both voice and non-voice customer support programs
- Organizational, decision-making skills and have a time- management skills
- Problem-solving and decision-making skills
Once hired, Team Leaders for our financial management program are tasked to accomplish these responsibilities:
- Team Management Tasks
- Conduct reviews to discuss progress, wins and challenges, goals, and team building activities
- Identify trends across the team and individual analysts from QA scores and productivity stats
- Assess current project processes to recommend improvements and adjustments
- Conduct group meetings with the agents to go over feedback, quality, and coaching strategies
- Provide feedback and action plans to meet program goals
- Provide weekly coaching sessions with team members
- Communicate any immediate issues with the team
- Address disciplinary and performance-based opportunities
- Disseminate all new updates and company or project policies to the team
- Ensure low performers are provided coaching logs and performance improvement plans as necessary
- Provide floor support/coaching
- Develop creative ways to motivate team and drive performance
- Collaborate with the Training & Development team to provide re-training
- Provide recommendations for training procedures
- Program-Specific Tasks
- Be the main point of contact for team’s daily operational activities
- Check queue volume for the day; analyze and understand volume trends and where the agents need to be placed in order to meet SLA
- Monitor communication with the client for any updates or changes
- Reconcile agent hours in client time tracking; confirm information accuracy and adjust accordingly to ensure correct billing hours and productivity count
- Coordinate with other teams to prepare and send out daily reports
- Attend client meetings to discuss feedback and case examples
- Help develop meeting agenda for weekly team meetings
- Conduct official quality checks if needed
- Resolve cases/tickets/calls/escalations as needed by the client
- Perform other tasks as required by the client and the company
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