Team Leader

Job Summary

• HMO on Day 1
• Receive promising perks and rewards
• Experience travel opportunities
• Get recognized for what you do
• Achieve work-life balance
• Improve exponentially with enhanced learning

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 staffing level to ensure that staffing needs meets business requirements
• 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
• Deliver complex client engagements that help identify, design, and implement creative business solutions for the company
• Submit weekly and monthly report to the Team Manager / Director of Business Operations
• Address the needs, concerns, performance issues, motivation issues, and conflicts of the Teams
• 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
• Understand customer service level agreements as assigned

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
• Possesses excellent reporting skills
• 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
• Demonstrated ability to deal with issues involving clients
• Demonstrated experience in handling complex employee issues
• Must know how to mentor staff
• Must be extremely knowledgeable of process and client management
• 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 Alabang, Ortigas or Cubao