The Team Leader is responsible for supervising his/her team of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures correcting errors or problems. He/she will provide his/her team with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. If one of his/her team members could not remedy an issue, the Team Leader shall take over the resolution of customer complaints and/or answer customers' questions regarding policies and procedures.
The Team Leader also evaluates employees' job performance and conformance to regulations and recommends appropriate personnel action. He/She discusses job performance problems with employees to identify causes and issues and to work on resolving problems.
The Team Leader does research, compiles, and prepares reports, manuals, correspondence, or other information required by management or governmental agencies. He/She makes recommendations to management concerning such issues as staffing decisions or procedural changes. He/She will also consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
Job Requirements / Qualifications
- Must be fluent in English, both verbal and written;
- Candidates must be residing here in the Philippines
- Good to excellent English communication skills (B2 Proficiency Level)
- Experience working as a Team Leader in a BPO setting is preferred
- Proficient with the use of computers and smartphones as well as MS Office, Google Workspace, communications applications, and relevant CSS Software
- Amenable to be assigned either on Work-from-Home or Work-On-Site setup
- Candidates should at least be in College Level
Job Responsibilities:
- Manage, direct, administer, and controls the day-to-day activities of the team.
- Motivate the team to achieve organizational goals.
- Set clear team goals, and develop and implement a timeline to achieve targets.
- Delegate tasks to team members.
- Discover training needs and conduct training of team members to maximize their potential.
- Empower team members with skills to improve their confidence, product knowledge, and communication skills.
- Conduct performance reviews.
- Ensure compliance with an established company and regulatory guidelines and procedures to provide high-quality service and outstanding customer care.
- Review analysis of performance, including financial and productivity data for the area and makes the appropriate changes in strategies, goals, and objectives responding to current status and conditions.
- Create and maintain an inspiring team environment with an open communication culture.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Suggest and organize team-building activities.
- Give recognition to high-performing team members and give rewards to team members' achievements.