Contact Centre Senior Team Lead
Lapu Lapu City, PH
4d ago

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

General Accountabilities :

The Senior team leader is primarily responsible for the performance of 6-8 team leaders and the performance of their collective 90-120 agents.

The role will focus ensuring teams leaders provide high quality motivational coaching resulting in consistent high performing agents.

Responsibilities :

  • Coach and develop 6-8 team leaders
  • Audit and measure team leaders in 4 key areas, quality, quality, delivery, and effectiveness
  • Ensure the performance management process is followed. Audit outlier development plans to ensure we have trained, coached, and certified agents can perform the job prior to performance managing.
  • Observe how coaches deliver coaching, score the session and develop team leaders towards effective motivational coaching.
  • Ensure supervisors spend 70-80% of their time coaching and keep administrative tasks off their plate.
  • Monitor the effectiveness and productivity of the team using information system tools and provide feedback; implement corrective action if required
  • Prepare reports, summarize and analyze the performance of the team. Primarily focused on cascaded business gap, are they being coaching, and behaviors in coaching.
  • Set action plans for unmet goals and implement the plans.

  • Provide regular feedback and provides opportunities for leader’s and / or support staff’s professional growth
  • Manage team meetings
  • Assist supervisors in managing team resources monitoring team activities, and preparing reports
  • Work closely with the training departments to support ongoing training initiatives for the team
  • Manage supervisor leave requests and provide exemptions as needed
  • Qualifications :

  • Candidate with a completed bachelor's degree (4 or 5 yr course)
  • Experience as a team leader for at least 4-5 years
  • Coaching and development expert
  • People handling skills including recruiting, performance management and staff development
  • Excellent organizational and time management skills
  • Effective communication, interpersonal, influencing and negotiation skills
  • Ability to work independently and efficiently in team oriented, high demand and fast paced environment
  • Strong problem solving and decision-making skills
  • Strong relationship and client management skills
  • Professional attitude and client service orientation; collaborative and results-oriented
  • International Business and Multicultural skills
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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