Team Leader (Back Office)

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
* To start ASAP