CSC Team Leader (Manila)
Manulife Financial Corporation
Quezon City, PH
17d ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The Team Lead is primarily responsible for the day to day operations of the program according to the scope of work and service level requirements.

Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.

This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with the onshore and offshore management.

Key Responsibilities

  • Manage the team’s day to day operation to ensure that SLA is met
  • Handle escalations on a timely manner
  • Conduct recruitment and hiring of CSRs
  • Assist in workforce management duties such as schedule and leave management
  • Review team performance and provide corrective action plan / s perform 1 : 1 coaching, provide support, motivation and development of staff
  • Review, collect, and summarize quality control and business reports
  • Assists in conducting a regular training needs analysis for personal and professional development of the staff
  • Identify opportunities for process improvement recommendations
  • Partner with HR with regard to any payroll and disciplinary measure concerns
  • Facilitate meetings to disseminate announcements, discuss policies and calibrate process
  • Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
  • Minimum Skills Requirement to Hire :

  • College / University graduate
  • Candidate should not have any attendance issues or any disciplinary action.
  • Candidate must have at least one year tenure in their current position.
  • Candidate must meet job expectations and pass all performance metrics in his / her current unit.
  • Candidate must demonstrate problem solving skills.
  • Candidate must have effective communication skills in English.
  • Candidate must have comprehensive product knowledge
  • Good understanding of Key Performance Metrics
  • Ability to use Avaya telephony system including logging, performing conference call, transfer calls, selecting the proper aux codes
  • Strong PC skills with the ability to toggle between multiple applications within Citrix
  • Knowledgeable on Lotus and Microsoft Applications such as Excel, Word and Power Point
  • Minimum Skills Requirements to Go-live :

  • Strong customer service focus
  • 1. Prioritize customer needs with high level of confidence and professionalism

    2. Manage deadlines, address urgent cases effectively and recommend solutions

  • Ability to make an analysis of the program-level opportunities and develop an action plan
  • Can coach and mentor to successfully improve the performance of others
  • Adept at data collection, summarization and analysis of metrics
  • Prepares well-composed oral and written reports and presentations for management and business unit audiences
  • Apply
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