TEAM LEADER

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TEAM LEADER

DUTIES & RESPONSIBILITIES:

Internal Customer Relations

• Communicate resignations in the team and other agent concerns to HR.
• Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely. Escalate all employee concerns to HR-SBU and Shift Manager.
• Coordinate with Shift Manager and Workforce department about team members’ shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc).
• Escalate Quality related issues to his / her Shift Manager.

Process Improvement

• Note all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise.
• Determine work procedures and expedite workflow.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Inform the Shift Manager when the systems needed to handle calls are not working effectively.
• Recommends corrective services within client limits to adjust customer complaints.
• Strives to help the entire team when in need of assistance.

Staff Development

• Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance.
• Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance.
• Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
• Prepare a Performance Assessment (PA) for each CSR at the end of each year.

Staff Management

• Ensure that team members meet productivity standards.
• Assist Shift Managers in ensuring that client service levels are met or exceeded.
• Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations.
• Monitor service calls, e-mails, and other contact methods to observe employee’s demeanor, technical accuracy, and conformity to company policies.
• Monitor individual team members’ statistics for Attendance, AHT, Productivity, and Quality.
• Recommend and apply corrective measures for team members who do not meet minimum performance metrics.
• Assign reports or projects to team members as needed.
• Work with team members to resolve grievances.
• Meet with team at least once a week to discuss issues and share best practices.
• Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs.

Others

• Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.
• Perform tasks assigned by his / her Shift Manager.
• Prepare composite reports from individual reports of subordinates.
• Actively assist in maintaining operational excellence on critical metrics such as service levels.
• Render phone time as required/scheduled and when needed to help with Operations’ service levels, call volume, etc).

Work At Home Responsibilities

• Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures
• Be familiar with and abide by all client security policies and procedures required to protect customer data
• Maintain the security of the home work environment and protect the Sagility-provided assets, client system and data
• Ensure that all security related incidents are reported
• Shall work on the same internet connection that was tested during setup process. If changes are made to the current internet connection or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the connection to ensure the requirements are met.
• Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

Communication Skills (Spoken) Communications Skills (Written) Customer Service Orientation Computer Literacy Job Knowledge Sense of Urgency Passion for Excellence Working in Team/Interpersonal Skills Work Organization People Management/Team Orientation Drive for Results/Execution Thriving in Change Expertise/Analytical Skills Product Knowledge Problem Solving Presentation Skills Facilitation Skills Coaching Process Improvement Performance Management Discipline Management

OTHER REQUIREMENTS:

Reports to: Shift Manager

Supervises:

Customer Service Associates

Education and/or Experience:

Preferably any 4-yr College Degree and/or equivalent experience, 1-2-year customer service experience.

Language Skills:

English, additional language a plus. Strong communication and interpersonal skills.

Computer skills:

MS Office.

Work environment (B&M):

The work environment is professional, office. Business casual attire.

Work environment (WAH):

• Workstation PC is located in a confined area at home
• PC monitor is not facing the door or window
• Room is well ventilated to reduce the risk of equipment overheating
• Unauthorized entry to room is prevented (i.e. keeping the room locked at all times)
• Telephone conversations are not overheard from other areas of the house/outside
• Workstation is clean and free from any form of writing materials and electronic device
• Adequate internet connectivity (> 20 mbps)

Physical demands:

May require weekend or evening work

Quezon City, Bridgetowne ZetaPhilippines