Team Leader

Position Title: Team Leader
Division: Infrastructure & Operations
Location: Metro Manila, Philippines
Position Manager: Operations Manager/ Senior Operations Manager
Direct Reports: Yes
Created Date: 16-Oct-23 Review Date: 16-Oct-2
We’re an award-winning global outsourcer providing contact center and back-office services. As Team Leader you’ll be responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.
A SNAPSHOT OF YOUR ROLE
The team leader is responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.
This position is primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.
Your day could see you:
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Communicates program and company information
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Removes barriers affecting ability of team to collaborate
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Provides feedback on corrective actions implemented based on employee suggestions
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Participates in corporate employee program initiatives
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Aids in designing rewards and recognition activities
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Promotes 2-way information flow
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Conducts regular evaluation as well as coaching sessions to improve individual and team performance.
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Aids to execute competency appraisal system of the campaign and the company
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Actions issues identified from the performance reports
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Assists in selection of agents to be promoted to future leadership posts
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Ensures team’s systems, tools and equipment in working order
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Responsible in tracking, updating, and maintaining accurate performance reports and scorecards of agents and team.
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Enforces Schedule Compliance and staffing
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Complying and enforcing standard program and company policies and procedures.
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Assist in training and create a mentorship program for agent’s development
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In charge of providing accurate information from operations – attendance, team output, etc.
Position Description
Team Leader PH_v2.0
Restricted
July 2021
© Acquire BPO
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Managing team/program funds, budget and incentives with the guidance of the account manager
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Ensures accuracy of submitted attendance record and schedules of their team
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Participate regularly in product/service handling interactions in order to understand all issues and be able to assist agents on all interactions
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Perform quality audits to ensure agent’s compliance on metric standards
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Responsible for specific processes and approvals to be conducted during interactions that specific to the TL role
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Conducts annual performance reviews to associates for the development of their skillset, competencies and nurture the values of the company
A BIT ABOUT YOU
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Flexible Schedule Availability
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Minimum one-year supervisory experience within a contact center environment, or the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team
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Computer literate with proficiency in MS Excel, MS Word and MS PowerPoint
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Excellent communications skills
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Results oriented; thrives on accuracy and high attention to detail
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Efficient and Organized – able to produce significant output and completes assigned work in a timely manner
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Able to adjust quickly to changing priorities and conditions in the work environment.
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Clear and logical thinking
WHAT SUCCESS LOOKS LIKE
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High customer satisfaction
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Achievement of team’s pre-defined KPIs and SLAs.
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Excellent feedback from customers.

Join the A-Team and experience the A-Life!