2022 Team Leader null

As a Team Leader, your responsibilities are:

• Supervise the day-today 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 first point of escalation for client-specific issues
• Motivate and coach team members on effective use of process and procedures
• 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 Team/Operations Manager
• Drive a positive and healthy working environment

Qualifications:

• Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's Degree in any course
• With at least 2 SOLID years of working experience in the same role 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 on 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
• Willing and able to work on a shifting schedule and holidays
• Proficient in a Microsoft Office Environment, specifically Word, PowerPoint and Excel
• Must me amenable reporting onsite (Ortigas or Cubao)
• Can start ASAP

VIRTUAL RECRUITMENT PROCESS: Initial Interview (Phone/Skype) - Online Assessment - Final Interview (/Zoom)

We value every OBPI talent that we have through offering cool perks and great incentives. Get it only here at OBPI. JOIN US NOW!

Disclaimer:

Offshore Business Processing reserves the right to amend/modify/withdraw job postings and details including but not limited to the initial advertised closing date. You are highly advised and highly encouraged to read and understand our Data Privacy Policy which you can access at https://www.offshorebusinessprocessing.com/privacy-policy. This policy covers the processing/use that may be associated with the Personal Data you share including but not limited to sharing/disclosure to our Global Clients and 3rd Party Affiliates as required by business need.

Offshore Business Processing does not and will not require any type of fees/charges when processing your application. Please be warned against individuals posing as employees and/or representatives of the company who are asking for compensation, monetary or in-kind, in exchange for promised and/or guaranteed employment.