Quezon City - Team Leader | Dayshift | Ortigas | Start ASAP
Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.
Why Join the A-Team?
Come for a career, stay for the fun!- HMO coverage for you and your family
- Yearly Kick-Off Parties with major giveaways (like the car in 2023)
- Get recognized through our ‘Value Awards’
- Grow your career - yes, we love to promote internally
- Do meaningful work and collaborate with the best
- 900 promotions given each year
- 2,700+ leadership training courses
A Glimpse into Your New Role
As Team Leader, you will play an essential role in supporting the team to achieve business objectives while maintaining high team engagement. You will be responsible for coaching agents to meet compliance and metric standards, interpreting performance data, and driving continuous improvement through effective action plans.
Your day-to-day responsibilities will include:
- Communicating program and company information effectively.
- Removing barriers that impact team collaboration.
- Providing feedback on corrective actions based on employee suggestions.
- Participating in corporate employee engagement initiatives.
- Designing and executing rewards and recognition activities.
- Ensuring two-way communication flow within the team.
- Conducting regular evaluations and coaching sessions to improve individual and team performance.
- Supporting competency appraisals within the campaign and company.
- Identifying and actioning issues from performance reports.
- Assisting in selecting agents for future leadership roles.
- Ensuring that team systems, tools, and equipment are in working order.
- Tracking, updating, and maintaining accurate performance reports and agent scorecards.
- Managing team staffing and enforcing schedule compliance.
- Ensuring adherence to company and program policies and procedures.
- Providing accurate operational reports on attendance, FTE requirements, and team output.
- Answering calls to understand issues and assist agents with their calls.
- Handling specific processes and approvals required in calls related to the TL role.
- Strong leadership skills that inspire team members to excel by example.
- Exceptional listening and comprehension skills.
- Initiative to take on new projects and drive continuous improvement.
- Proficiency in MS Excel, MS Word, and MS PowerPoint.
- High integrity and ability to foster a positive work environment.
- Excellent written and verbal communication skills in English.
- Strong interpersonal, customer service, and problem-solving skills.
- Open to working in shifting schedules.
- Strong self-organization, decision-making, and analytical abilities.
- Detail-oriented with strong communication and listening skills.
- A passion for the entertainment industry (concerts, sports, theater) is a plus.
With a diverse global team working together, we proudly embrace and live by these shared values:
Collaboration: Brilliant jerks can be brilliant elsewhere.Impact: Do, get it done, create impact.
Passion: Be positive, bring passion and energy.
Transparency: A transparent team can help each other.
What are you waiting for?
Join the A-Team and experience the A-Life!