GBSC-Team Manager (Non-Technical)
Crawford & Company
Iloilo City, PH
4d ago

Job Scope

A. Non-Technical Team Manager Functions

  • Supervises personnel with day-to-day operational tasks
  • Provides counseling, mentoring, coaching, staff development, positive reinforcement, and training
  • Analyzes department statistics including case volume, and responds by allocating work accordingly to appropriate levels of production and quality
  • Sets targets for all other agents and team leads to meet
  • Identifies goals, objectives, methods, and resources necessary to achieve expectations
  • Understand all organization’s products, services, procedures and guidelines and communicate same to team members
  • Communicates issue, decisions, and other related activities to appropriate personnel
  • Conduct regular review of performance for team leads and members
  • Provides visibility of daily or monthly data to assist with performance management
  • Submits regular reports to management and seek ideas and strategies to improve performance for each process handled
  • Performs staff scheduling ensuring accurate staffing levels
  • Presents employees tagged under supervision on Human Resources issues
  • Ensure safe and harmonious work environment for all team members
  • Acts as a key note speaker during New Employee Orientations (NEO)
  • B. Process Improvement

  • Coordinates and develops projects or improvements with Operations Director and other personnel
  • Facilitates meetings with business owners on the status of the managed processes
  • Attends meetings and touch bases with onshore contacts for process improvement and reporting
  • Stays abreast with trends and happenings in the industry and ensures adherence to industry standards
  • C. Business Process Support

  • Documents all staff complaints and assists in resolution
  • Represents Operations for administrative hearings with legal counsel
  • Assists in execution of administrative tasks deemed necessary or as required
  • Ensures data maintenance for Content Management System (CMS) and all client systems
  • Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met
  • Ensures business owners and clients are satisfied by providing prompt response and solutions to their challenges
  • Informs immediate superior regarding problems and other matters beyond limits of authority
  • Functional Knowledge

  • Bachelor’s degree in any related course
  • At least one (1) year supervisory experience or two (2) to three (3) years of senior / lead experience
  • Proficient in word processing and spreadsheet applications
  • Excellent communication and interpersonal skills with people at all levels
  • Proficiency of the English language, both in verbal and written
  • Demonstrates critical thinking and effective conflict resolution skills
  • Ability to multi-task, prioritize and manage own work and others' effectively
  • Demonstrate leadership abilities to effectively manage staff
  • Ability to motivate and inspire team members
  • Demonstrates initiative and implements changes to drive operational effectiveness and efficiency
  • Interpersonal skills - Ability to work independently and as a team member
  • Keen attention to details with regards to own work and of team members
  • Maintains high degree of professionalism and confidentiality
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