Team Leaders — Financial management firm
Earn up to PHP 35,000/month for this position
19/F Robinsons Summit Center, Ayala Avenue, Makati, PH
QUALIFICATIONS
A degree or equivalent work experience in management or training in team leading is a plus
Work experience as a team leader or supervisor
In-depth knowledge of performance metrics
Good technical skills—able to comfortably navigate through smartphone and desktop applications
Experience in using MS Office applications, especially Excel
Excellent written and spoken English communication skills
A team player, empathic and diplomatic with effective conflict resolution skills but equally competent working independently if needed
Experience handling both voice and non-voice customer support
programs
Organizational, decision-making skills and have a time- management skills
Problem-solving and decision-making skills
RESPONSIBILITIES
Once hired, Team Leaders for our financial management program are tasked to accomplish these responsibilities:
Team Management Tasks
Conduct reviews to discuss progress, wins and challenges, goals, and team building activities
Identify trends across the team and individual analysts from QA scores and productivity stats
Assess current project processes to recommend improvements and adjustments
Conduct group meetings with the agents to go over feedback, quality, and coaching strategies
Provide feedback and action plans to meet program goals
Provide weekly coaching sessions with team members
Communicate any immediate issues with the team
Address disciplinary and performance-based opportunities
Disseminate all new updates and company or project policies to the team
Ensure low performers are provided coaching logs and performance improvement plans as necessary
Provide floor support/coaching
Develop creative ways to motivate the team and drive performance
Collaborate with the Training & Development team to provide re-training
Provide recommendations for training procedures
Program-Specific Tasks
Be the main point of contact for the team's daily operational activities
Check queue volume for the day; analyze and understand volume trends and where the agents need to be placed in order to meet SLA
Monitor communication with the client for any updates or changes
Reconcile agent hours in client time tracking; confirm information accuracy and adjust accordingly to ensure correct billing hours and productivity count
Coordinate with other teams to prepare and send out daily reports
Attend client meetings to discuss feedback and case examples
Help develop meeting agenda for weekly team meetings
Conduct official quality checks if needed
Resolve cases/tickets/calls/escalations as needed by the client
Perform other tasks as required by the client and the company