Team Lead

Position Title:
Team Lead

Department:
Customer Support

Country/Business Unit:
Philippines

Main Responsibility

The Team Leader is responsible for the management of a team of Lead Verification Specialists, with the goal of helping the team excel. Specific responsibilities include but are not limited to:

Coaching

Responsible for onboarding, training, and coaching new team members. This should include coaching a rep at least once a week (including but not limited to: listening to calls and providing feedback, attendance, behavior, etc.). Coaching sessions should be documented with call evaluation notes and action plan.

Team Development

Weekly team huddles, Prepare and deliver team evaluations. Identify and recognize team performance through informal and formal methods. Identify and address performance and personnel issues quickly and professionally. Escalate as necessary. Identify high performers and provide opportunities for growth such as: training new team members, coaching other team members, becoming a “program leader” who is the lead for program processes, questions, and feedback, and communicates with the client.

Daily Management

Scheduling – Responsible for overall schedule, OT, vacation, etc.., ensuring policies and procedures are followed with correct documentation. Time Tracking – Responsible for daily tracking of team members hours including overtime. Technical Support- Be the communication lead for technical problems.

Leading by example

The team leader has the responsibility to manage and guide the staff, to inspire enthusiasm and stimulate their interests. Ensure that the team’s welfare is looked after so they will be appreciative by being productive and maintain high company standards.

Helping improve the organization and ensuring its long-term organizational success

Focus on the long term. There are numerous factors that could steer the team off-track but the team leader needs to stay focused in coaching and improving the agents. The team leader needs to participate in helping the program grow and work on making it more streamlined.

Being committed

staying enthusiastic about the roles and contributions to the company. Promoting positive behavior so the team members are motivated to perform at their highest level.

 

Required Skills

  • Communication Proficiency
  • Customer/client Focus
  • Leadership
  • Performance Management
  • Problem solving/analysis
  • Technical Capacity
  • Creative and organized
  • Quick-witted, energetic and can get along well with all levels of people while being assertive at the same time.

 

Please send your resume to: phrecruitment@andersongroup.uk.com

Or visit us in one of our Offices:

BGC Branch: Ecotower Building Unit 1504, 32nd Street corner 9th avenue Bonifacio Global City, Taguig City Philippines

Ortigas Branch: 11/F Wynsum Corporate Plaza, #22 F. Ortigas Jr. Road Ortigas Center,Pasig City Philippines

 

 

 


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