Team Leader (Project-based)

Contract Duration: 6 months (with the possibility of extension based on project needs)

JOB SUMMARY

The Team Leader is responsible for directly managing the day to day operational activities required from those who are reporting to him. The Team Leader will manage agents assigned to his account. He shall schedule periodic performance reviews to people reporting to him so that he can gauge their consistency and ability to deliver the targets and goals of the Company.

PRINCIPAL ACCOUNTABILITIES:

• Responsible in managing employees directly reporting to him
• Provides timely coaching sessions to ensure team members are meeting Key Performance Metrics required by the Client.
• Helps in managing the Staffing and Operational Requirements of the site for the vertical assigned to
• Handles escalations from team members of his Account to resolve customer concerns and issues which are beyond the authority of agents.
• Ensures and assists in meeting Site Goals set and all metrics as required by the Client through the timely cascade of information to reports or impacted members of the account.
• Manages employee related or performance corrective items in collaboration with his leaders and the Human Resource Group.
• Collaborates with Training, Quality and Operations Leaderships for updates on Client Specific Requirements and site targets.
• Support all initiatives and plans of the organization in its efforts to deliver excellent and quality Customer Service to its clients as well as the direct customers of the Client.
• Provides flexibility and collaboration towards business partners.
• Is willing to work in shifting schedules and onsite work setup.

Required Skills:

• Preferably a graduate of any 4-year technology course or its equivalent
• At least 2 years supervisory or managerial experience
• Excellent written and oral communication skills.
• Willingness to learn the standards and regulatory requirements for the processed products by the Client and to familiarize self about the packaging policies applicable for the product.
• Has a strong sense for Customer Service; a Team Player; Flexible and has a strong ability to collaborate with Business Partners;
• Has strong leadership and management skills;
• An advocate for continuous improvement