Team Leader
Gratitude Inc Manila Full-time
Job title: Team Leader
Account: Telco
Work set up: On-site at Taguig (candidates must be living in the ff locations: Pasay, Taguig, Pasig, Makati, Mandaluyong, if they are open to relocate, advise them to update their CVs with their possible new location from the given list)
Work shift: Shifting
Start date: ASAP
Headcount: 4
Use and share performance data to improve team productivity and meet financial targets.
Conduct performance evaluations and offer coaching for ongoing employee development.
Ensure compliance with internal policies, client standards, and applicable laws.
Foster team development through continuous training, mentoring, and support.
Monitor team KPIs and report regularly on performance to the Operations Manager.
Lead disciplinary processes in line with company policy.
Account: Telco
Work set up: On-site at Taguig (candidates must be living in the ff locations: Pasay, Taguig, Pasig, Makati, Mandaluyong, if they are open to relocate, advise them to update their CVs with their possible new location from the given list)
Work shift: Shifting
Start date: ASAP
Headcount: 4
BPO industry experience in the relevant role is required.
CRITICAL REQUIREMENTS:
- High School /SHS Graduate, Bachelor’s degree or equivalent experience is acceptable
- Open for Filipinos and local applicants only
- With the latest Team Leader experience handling Telco accounts for at least 2 years in a BPO setting
- With strong technical support experience, particularly in troubleshooting, AT&T, or other related campaigns
- Demonstrates strong commitment and are a good cultural fit.
- Should be living near the office location of the company to avoid any proximity issues
- Ability to analyze and interpret operational data to inform decisions.
- Problem-solving: Define issues, collect data, and draw valid conclusions.
- Fulfillment of all assigned responsibilities and duties.
Job Summary:
The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This roleemphasizes employee development, quality assurance, and process compliance.
Key Responsibilities: Ensure schedule adherence and meet required production hours.
Maintain compliance with Client and Company's Customer Experience and Quality standards. Use and share performance data to improve team productivity and meet financial targets.
Conduct performance evaluations and offer coaching for ongoing employee development.
Ensure compliance with internal policies, client standards, and applicable laws.
Foster team development through continuous training, mentoring, and support.
Monitor team KPIs and report regularly on performance to the Operations Manager.
Lead disciplinary processes in line with company policy.
Achieve or exceed targets related to attrition and employee retention.
Note: For leadership-level roles, responsibilities may be divided into strategic and operational categories.
Key Performance Indicators (KPIs) Ability to analyze and interpret operational data to inform decisions.
Problem-solving: Define issues, collect data, and draw valid conclusions. Fulfillment of all assigned responsibilities and duties.
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