Team Leader (Tele-interview)
eTeam Singapore
Taguig City, Metropolitan Manila, PH
6h ago

Team Leader, Asia Service Centre Philippines

Reports to : Operations Manager

Role Summary :

The Tele-Interview Team Leader provides a consistent excellent quality customer service experience for new life insurance customers who contact the Asia Service Centre Philippines by ensuring the TeleInterviewers and SMEs are motivated, coached, developed and skilled to meet the GBCCC ASCP SLAs and performance targets.

The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment.

The Team Leader reports to the Operations Manager.

Main Accountabilities :

Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis

Ensure a high retention of employees

Provide leadership, coaching, and mentoring to the SME / Interviewers to develop their competencies and position them for success

Analyze metrics and ensure in taking appropriate and timely action

Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results

Champion the coaching model

Foster a work environment that values the people and encourages participation, creativity, learning and accountability

Responsible for employee recruitment in order to meet business objectives

Ensure team adopts and sustains change

Identify opportunities for process and system improvements

Communicate openly with team ensuring messages and initiatives are clearly understood

Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies

Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic

Interact directly with members, as required

Manage absenteeism / vacations as per the targets and policies

Participate in Projects as per the needs of the business

Qualifications / Competencies :

University degree, completed a medical-related course (Nursing, Med Tech, Pharmacy, Biology, etc)

With at least 5 years of work experience as a Team Leader

With experience handling or conducting a training class

With client management experience

Proven Customer Service Skills

Proven leadership capability and a strong results orientation

Ability to influence change through positive motivation

Capable of working in a structured and tactical management operating system

Strong coaching, leading and performance management skills

Able to Analyze, Identify improvement opportunities and build sustainable processes

Excellent change management skills

Strong communication skills (verbal and written)

Strong team player / team building skills

Strong IPR skills

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