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hace 2 meses
Helpware Inc. is a technology-driven company that provides Customer Experience & Operational Support for modern companies. We are seeking an experienced Team Leader to join our team.
Position OverviewThe Team Leader will be responsible for managing and overseeing the activities of a team of Customer Service Representatives (CSRs) and Technical Support Representatives (TSRs), ensuring that each individual performs at par with the standards set by the company and the client.
Main Responsibilities- Performance Monitoring: Monitor the performance of each team member against specified account/program metrics, and provide the necessary support and assistance in order for metrics to be improved on, attained or exceeded.
- Team Management: Regularly perform tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team's performance. Perform administrative duties for the team (i.e. payroll templates).
- Agent Motivation: Motivate agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
- Direct Line Management: Direct line management for Helpware with a size of 10-15 agents.
- Performance Management: Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.
- Performance Analysis: Regularly review and analyze performance to drive effectiveness and address areas for opportunities.
- Company Vision: Ensure that agents have an understanding of the company's mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.
- Staffing Plan: Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.
- Culture Development: Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.
- Time Management: Must have excellent time management skills.
- Adaptability: Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks.
- Project Management: Must have excellent project management skills and client management.
- Minimum of 2+ years experience preferably in the Business Process Outsourcing (BPO) industry or in the same capacity with excellent experience in people and client management.
- Proven work experience as a team leader or supervisor.
- In-depth knowledge of performance metrics.
- Excellent communication and leadership skills.
- Organizational and time-management skills.
- Able to work from home.
- Able to work on graveyard and shifting schedules.
