Company Overview
With 14 years of experience serving 100+ clients across all industries, Fusion BPO Services Group delivers world-class call center, outsourcing and customer care services from 9 global centers in USA, Canada, El Salvador, Philippines, Jamaica, Albania, UK and India.
At Fusion BPO we hire and train the best of agents. We have a professional group of agents dedicated to serve your business at any cost. Replete with advanced as well as cutting-edge technology and a global delivery model, our agents are capable of offering vertically integrated BPO services. Located in USA, Canada, India, Philippines, El Salvador, Albania, and Jamaica, Fusion BPO Services is well equipped with a global delivery model that delivers services 24x7.
Job Summary
A senior team lead directs, administers, and managing a day-to-day team operation. It revolves around overseeing the team's performance. Senior team leaders must be able to effectively manage people. Provide support & guidance to other managers, team leaders and agents.
Responsibilities:
Coordinating with other departments to ensure that the hiring is being manage
Providing guidance and mentorship to junior staff members
Acting as a liaison between the organization and clients or partner organizations
Conducting training and workshops and providing mentoring and feedback.
Discussing team priorities and workflows with senior management and other Team Leaders.
Ensure the delivery of quality services which meet the service specification
Monitoring and reporting on progress and metrics
Support the Senior Manager to highlight operational risks and areas for improvement
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part
of the operation within agreed budgets, service levels and business targetsSupport the Head of account to deliver business targets and objectives and create a performance orientated culture
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Manages the staffing through the appropriate hiring, firing, and disciplinary actions in collaboration with HR.
Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
Collaborates with team members to discuss upcoming work assignments; delegates assignments based on team members skills and experience.
Minimum Qualifications:
Graduate of any 4-year course with at least 6 months supervisory experience in the BPO-IT sector or College Level with at least 3 years supervisory experience in the BPO- sector
Excellent interpersonal and English communication skills:
Verbal and Written
Exceptional organizational skills for planning, strategizing, delegation, coaching, facilitation and negotiation
Microsoft Office
Trained in Leadership and Management concepts through internal or external training agencies, similar experience and/or theoretical knowledge in:
Basics of Management
Performance Management
Defining Behavioral Standards and Goals
Defining Performance Goals
Conflict Management
Root Cause Analysis (RCA)
Able to maintain confidentiality, credibility and professionalism
JOIN US today and enjoy the following benefits:
HMO with Dental coverage + 1 FREE dependent
Exciting performance-based incentives
Career development
Life insurance program
Vacation and family leave programs
Quarterly team-building activities
Free weekly in-house massage
Familial environment
Work location is located at Fuente Osmena, Robinsons Cybergate Cebu City