Team Leader BPO

Responsibilities

• Develop and maintain an energetic, high performance company culture that inspires employee commitment, implement Rewards and Recognition programs that drive key behaviors and motivate employees

• Provide work direction of all team members on enhancing organization performance and career progression

• Manage the day to day operation of the accounts of the company

• Manage and coordinate workflow to achieve established business targets and objectives.

• Develops action plan, key projects and initiative to bridge gaps.

• Ensure that all performance and service standards are met in the areas of quality, processing time and productivity

• Attend regular meetings with management to improve productivity, product knowledge, and customer satisfaction

• Submit weekly and monthly report to the Team Manager / Director of Business Operations

• Partner with Human Resources, Training and Quality departments to develop and implement policies and programs to support the company’s business strategies

• Enhance overall value through assessing service level operation efficiencies and stream lining processes to ensure that our requirements are met in a cost-effective manner

• Keep customer needs at the forefront of all business strategies, initiatives and decisions and evaluate all actions in terms of their value to the customer

Requirements

• Candidate must have a minimum of 3 years' experience as a Team Leader in a BPO environment

• Possesses excellent communication skills: listening, verbal and written. Proficient in MS Office, Strong PowerPoint and Excel skills

• Demonstrated ability to implement and develop strategies, build action plans and set goals

• Previous leadership/supervisory experience in a BPO environment/freight forwarding company

• Proven innovative problem-solving abilities and decision-making skills required, in addition to prioritization and planning skills

• Must know how to mentor staff

• Must have experience in developing business processes leading to increased operational efficiency

• Exhibits good understanding of statistical reports, workforce management and staffing

• Willing and able to work on a shifting schedule and holiday

• Applicants must be willing to work in Ortigas or Cubao