Team Leader
Axiem Corporation
Mandaluyong City, Philippines
36d ago

Do you have what it takes to supervise and handle a team? Join our growing team and enjoy exciting perks!

Responsibilities

  • Supervise the day-to-day operation of a team of 18-20 staff
  • Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
  • Support and develop staff to improve efficiency and performance of the team
  • Analyze agents’ performance and develop action plan, key projects, and initiative to bridge gaps
  • Serve as mentors and coaches to the reps on the floor and act as the first point of escalation for client-specific issues
  • Motivate and coach team members on effective use of process and procedures
  • Conduct weekly and monthly evaluation of assigned data entry specialist
  • Maintain coaching logs and audits for documentation and reporting
  • Drive and track process parameters critical to quality and process
  • Attend regular meetings with the Management Team and clients
  • Proactively contribute ideas and give timely feedback to the Management Team
  • Submit weekly and monthly report to the client and Team Manager
  • Disseminate client-specific information in a timely manner
  • Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes
  • Support the Operations Manager in providing leadership, guidance, and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit
  • Address agents’ needs and concerns, performance and motivation issues and conflicts
  • Interact with external clients and the Management, in the absence of the Operations Manager
  • Conduct performance evaluations for team members
  • Drive a positive and healthy working environment
  • Requirements

  • At least 2 year(s) of SOLID working experience in the related field is required for this position.
  • Demonstrated ability to coach, motivate and provide performance feedback
  • Knowledgeable in conflict resolution and disciplinary methods
  • Proven ability to identify opportunities for process improvements
  • Exhibit understanding of workforce management and staffing
  • Demonstrate ability to develop and implement process improvement initiatives
  • Possess strong organizational, interpersonal and time management skills
  • Proven experience in adapting to and leading change
  • Has effective written and oral communication skills
  • Strong team player with high level of professionalism and initiative
  • Willing and able to work on a shifting schedule and holiday
  • Proficient in a Microsoft Office Environment, specifically Word, PowerPoint, and Excel
  • Applicants must be willing to work in Mandaluyong City
  • Available to start ASAP
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