Team Lead
Quezon City, National Capital Region, Philippines
7d ago


The position exists for the purpose of managing the daily operations of assigned team and assisting Supervisors and Operations Manager in improving team productivity and efficiency by influencing, motivating and guiding direct reports to their optimum performance.


KRA 1 : Functional Expertise

  • Acts as back-up if volume is high.
  • Disseminates product / process updates to staff.
  • Responds timely and accurately to the escalations of the Level 1 support.
  • Anticipates and foresees the requirements of customers based on previous data and precedents.
  • Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone / independently.
  • KRA 2 : Customer Satisfaction

  • Generates reports based on team deliverables and present to management and counterparts
  • Escalates specific issues and provides recommendation to customers to address them
  • Assists direct reports in resolution of escalations on the area of specific support.
  • Identifies problems, analyses trends and implements corrective and preventive actions using quality tools
  • Schedules, coordinates and facilitates customer communication.
  • Works closely with counterparts / POCs to identify loopholes and process gaps.
  • Support projects related to quality improvement (such as Think Customer, QMS, etc.) and handles ad hoc tasks to support the objectives of the management
  • Participates in business conference calls
  • KRA 3 : Operations Management

  • Ensures the Service Level Agreements are on target.
  • Leads goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the overall business
  • Accountable for the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
  • Submits period reports on metrics / KPIs / Dashboards to determine performance against the SLAs of the team.
  • Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit.
  • Monitors schedules of employees to ensure proper shift coverage
  • Plans, assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
  • Implements policies on the filing, documenting and approval of time and attendance administration
  • Identifies and documents changes in the roles, responsibilities, accountabilities and work load of employees to properly determine volume headcount ratio, work scope
  • KRA 4 : Staff Management and Development

  • Evaluates individual performance and conducts performance discussions to keep everyone on track
  • Performs regular coaching to enhance the performance of staff and encourage participation in decision making.
  • Adheres to the regularization, performance appraisal, quarterly performance appraisal, rewards and recognition and other people related policies and guidelines.
  • Determines employee's capabilities and improvement areas
  • Identifies functional / behavioural training & development needs of employees to support team goals and objectives
  • Completes individual development plans of employees based on the company guidelines and implements agreed training / development activities
  • Plans, organizes and coordinates team activities to enhance team camaraderie and employee engagement
  • Monitors adherence to the ethics and code of conduct and implements disciplinary action in compliance with the requirement for due process
  • KRA 5 : Internal Communication

  • Understands and seeks critical information and data needed by the team
  • Communicates policies, programs and decisions that affect employees
  • Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products, processes, business and team performance, and others
  • Conducts team meetings to address issues and concerns, escalations, improve processes and others
  • Collaborates and networks with other leads to complete assigned projects and programs
  • Keeps management informed and updated on matters affecting their team morale and performance
  • Internal :

  • Internal & Fields Sales Team (Global Sales Force)
  • Product Engineers & Product Managers
  • Sales Managers & Directors
  • LBP / Reps
  • CSC Supervisors, Manager & Directors
  • Business Unit Counterparts / Aligned OE / OA
  • Credit Management (CFS) / IT
  • External :
  • Suppliers
  • Education :

    Business, Technical, or Bachelor’s degree

    Job Related Experience :

  • Must have experience leading people
  • Specific Knowledge :

  • General knowledge of the support (order management and customer service)
  • High competence in usage of MS Outlook and MS Office applications
  • Demonstrated systems and process knowledge
  • Knowledge in various software applications such as : SharePoint, MS Access
  • Strong knowledge of Oracle and Interactive Intelligence is preferred
  • About Emerson

    Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal to create groundbreaking solutions that leave our world in a better place than we found it.

    Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.

    Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.

    Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.

    A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide.

    Together, we’re changing the world, and we have all the resources to help you achieve your professional goals.

    Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson.

    Join our team and start your journey today.

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