Team Leader | Cebu site (start ASAP!)
EXL Services Cebu City Full-time
Role/ Responsibilities
- Serves as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
- Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Provides inputs on process and system to the team members.
- Client Interaction, where required at the level of Supervisors.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Team Quality performance
- Team Productivity performance
- Team Customer Satisfaction and engagement performance
- Team Reliability, Attendance and schedule adherence
- Level of subject matter expertise
- Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance as per agreed KPIs
- Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time
- Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements
- Provide coaching and feedback to team members to enable them to improve their performance
- Ensures the team's understanding and use of information system capability and functionality
- Provide inputs on process and system to the team members.
- Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance
- Ensures compliance with internal policies and procedures, external regulations and information security standards
- Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance
- Handle client feedback and escalations
- College Graduate
- Ability to interpret assignments and understand department strategy
- Adaptable with the ability to thrive in a fast-paced environment with strong attention to detail
- Capacity to multi-task, including use of multiple computer applications simultaneously
- Effective verbal and listening communication skills
- Experience making decisions and working independently with little supervision
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- BPO/Call center Experience: 3-4 years
- At least 1 year team handling experience
Private AdvertiserCebu City
documentation to the Manager for final review and action completion.
Qualifications:
• Minimum of 5 years SOLID Experience as a Team Lead in a BPO setting.
• College Graduate
• Able to work Full on-site....
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