Description
The Team Leader is responsible for Managing People through the day-to-day supervision of a group of call center associates and exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies. This position requires that the Team Leader ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability through the disciplinary process. Dimension & Scope: • The Team Leader's role is a managerial level position.
• This position is primarily responsible for developing and managing the work of a group of employees in a Service Center/Operations environment
• This position has authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.).
• Individuals are committed to continuing personal and professional development through mentorship, on-line courses, and on the job training.
• The Team Leader will effectively be using various tools, running reports, and demonstrating leadership by a consistent application of management policies while exhibiting proficient management skills.
Principal Duties and Responsibilities: The Team Leader shall exercise independent discretion and judgment in performing the following duties and responsibilities:
A. MANAGING PEOPLE • Responsible for day-to-day functional management of a group of call center associates (i.e., at least two (2) call center associates) in a certain account or program, which includes, among others:
• Participation in the transfer, promotions, or regularization of call center associates, which is necessary before any such employee-movement is made.
• Cascading and educating the call center associates on new policies and processes of the organization;
• Acting on misconduct and policy and process violations of call center associates by immediately calling them out, pulling them out from a call transaction; issuance of disciplinary action forms, undertaking disciplinary process, deciding on the appropriate disciplinary penalty in collaboration with the Human Resources;
• Accomplishing termination of employment process of call center associates, including issuance of notice of dismissals, issuance of employee clearance, etc.
• Managing, verifying, and approving employee-leave applications (including approval of whether a leave absence is valid and authorized).
• Ensure that the team meets the required client and program metrics as well as all internal company goals.
• Work assignment and attendance monitoring.
• Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
• Effectively interact with team members and maintaining open lines of communication with team members as well as being an advocate for them.
• Manage team members on their performance on a regular basis and write and deliver bi-annual performance appraisal.
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Consistently monitor the team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
• Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc.
• Through coaching, ensure Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance.
• Actively take end-to-end ownership of employee issues that require liaison with others.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.
B. MANAGING OPERATIONS • Ensures that services that are delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations. • Provide subject matter expertise in handling escalated customer calls as needed.
• Stay current on internal work processes, policies and procedures and ensures implementation of the same.
• Attend required manager and leadership development training.
• Consistently use and promote Company recognition programs and develop and promote performance incentives.
• Meet or exceed all deadlines for reporting. Be proficient at analyzing trends and creating action plans that determine a solution.
• Demonstrate teamwork by supporting and assisting other Team Leaders.
• Demonstrate the Concentrix culture through both behavior and attitude.
• Effectively use business standard oral and written communication skills on a daily basis.
• Using strong communication skills, participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.
• Act as a change agent and demonstrates flexibility by working varying shifts and providing leadership during unanticipated events.
• Take on additional duties on project or site committees while maintaining daily duties
Profile:
• Proven people and time management skills
• Demonstrates an understanding of Concentrix Culture Statements.
• Excellent customer service skills
• Able to work well under pressure and follow through on items to completion
• Exhibit professional demeanor
• Strong written and oral communication skills, including presentation skills
• Able to work a flexible schedule
• Multi-year experience with providing and receiving coaching and feedback
• Able to tailor communication style depending on the specific circumstances and/or individual agents during 1:1 discussion
• Able to multi-task
• Strong planning, organizing, analytical and problem-solving skills
• Able to use analyzed performance data to validate areas of concern during side by sides and 1:1 discussion
• Able to encourage, motivate and provide recognition
• Demonstrated relationship management skills
• Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel
• Conflict management
• Understand general coaching concepts such as effective coaching, GROW model for effective coaching, SMART principles when creating an action plan
Disclaimer: • The above statements are intended to describe the general nature and level of work being performed by people assigned to this job and are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
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Location:
PHL Quezon City - Tera Tower 16th Floor Language Requirements:
Time Type: