Team Leader - Dayshift

Job Overview

Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Coordinate all organization’s operations. You will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports.

Duties and Responsibilities

To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.

Delivery of team sales, service level components, quality and productivity targets & indicators.

People Management, including all HR related issues, as well as staff development.

Operational Management: Managing the floor, adherence to schedule.

Ownership and problem resolution.

Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Responsible for all HR-related issues affecting team members including

conducting appraisals, confirmations, promotions and terminations.

Qualifications and Key Competencies

At least 1 year of experience as a Team Leader

Preferably with experience handling both voice and non voice accounts

Good problem solving and critical thinking skills with focus on issue

resolution and customer satisfaction

Must be amenable to work either in Eastwood or Makati

Job Overview

Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Coordinate all organization’s operations. You will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports.

Duties and Responsibilities

● To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.

● Delivery of team sales, service level components, quality and productivity targets & indicators.

● People Management, including all HR related issues, as well as staff development.

● Operational Management: Managing the floor, adherence to schedule.

● Ownership and problem resolution.

● Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

● Responsible for all HR-related issues affecting team members including

conducting appraisals, confirmations, promotions and terminations.

Qualifications and Key Competencies

● At least 1 year of experience as a Team Leader

● Preferably with experience handling both voice and non voice accounts

● Good problem solving and critical thinking skills with focus on issue

resolution and customer satisfaction

● Must be amenable to work either in Eastwood or Makati