Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You?ve come to the right place.
Why join Manulife?
Competitive salary package
HMO on the first day with free dependents
Retirement benefits
Merit Increase
Performance Bonus
Global network of industry experts
Extensive training resources
Job Description:
We're looking for a Team Leader to take support the day-to-day operations of our Contact Center team. You will ensure the team is provided with proper support and training, while implementing company policies and procedures.
Have the skills and knowledge for the job? Learn more about the opening below
Key Responsibilities:
Manage the team?s day-to-day operation to ensure that SLA is met
Handle escalations in a timely manner
Conduct recruitment and hiring
Assist in workforce management duties such as schedule and leave management
Review team performance and provide corrective action plan/s ? perform 1:
1 coaching, provide support, motivation, and development of staff
Review, collect, and summarize quality control and business reports
Qualifications:
Excellent organizational and time management skills
Effective communication, interpersonal, influencing, and negotiation skills
The ability to work independently and efficiently in a team-oriented, high demand, and fast-paced environment
Careful and attentive to detail even when under time ?constraints
Good interpersonal and communication skills (both verbal and written
Ability to work efficiently in team-oriented, high demand and fast-paced environment
Strong problem-solving and decision-making skills
Strong relationship and client management skills
Professional attitude and client service orientation; collaborative and results-oriented
Have shown commitment to continuous learning - completion of any leadership development training
Participation in any creation or implementation of business improvement initiatives
A consistent metrics meeting/exceeding job requirements in the past 12 months
No attendance issues or disciplinary action in the past 12 months
Nice to Haves:
Successfully completed at least 1 leadership development training
Participated in any creation or implementation of business improvement initiatives
Completion of any skills development training (Presentation skills, Business Writing, etc.)
Let's make tomorrow better together. Join our growing team of experts today!