Team Leader | Cebu site (start ASAP!)

Role/ Responsibilities

• Serves as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking

• Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements.

• Assist new hires such that they are productive on the floor in the shortest possible time frame

• Provides inputs on process and system to the team members.

• Client Interaction, where required at the level of Supervisors.

• Ensure compliance with internal policies and procedures, external regulations and information security standards.

 Performance Parameters

• Team Quality performance

• Team Productivity performance

• Team Customer Satisfaction and engagement performance

• Team Reliability, Attendance and schedule adherence

• Level of subject matter expertise

 Primary Responsibility

• Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance as per agreed KPIs

• Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time

• Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements

• Provide coaching and feedback to team members to enable them to improve their performance

• Ensures the team's understanding and use of information system capability and functionality

• Provide inputs on process and system to the team members.

• Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance

• Ensures compliance with internal policies and procedures, external regulations and information security standards

• Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance

• Handle client feedback and escalations

 Required Qualifications

• College Graduate

• Ability to interpret assignments and understand department strategy

• Adaptable with the ability to thrive in a fast-paced environment with strong attention to detail

• Capacity to multi-task, including use of multiple computer applications simultaneously

• Effective verbal and listening communication skills

• Experience making decisions and working independently with little supervision

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work Experience Requirements

• BPO/Call center Experience: 3-4 years

• At least 1 year team handling experience