Team Leader


Key Responsibilities:

·       Supervise the day-today operation of a team of 18-20 staff

·       Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis

·       Support and develop staff to improve efficiency and performance of the team

·       Analyze agents’ performance and develop action plan, key projects and initiative to bridge gaps

·       Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues

·       Motivate and coach team members on effective use of process and procedures

·       Maintain coaching logs and audits for documentation and reporting

·       Drive and track process parameters critical to quality and process

·       Attend regular meetings with the Management Team and clients

·       Proactively contribute ideas and give timely feedback to the Management Team

·       Submit weekly and monthly report to the client and Team Manager

·       Disseminate client-specific information in a timely manner

·       Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes

·       Support the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit

·       Address agents’ needs and concerns, performance and motivation issues and conflicts

·       Interact with external clients and the Management, in the absence of the Team Manager / Director of Business Operations

Drive a positive and healthy working environment



·       Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor’s/College Degree in any course

·       With at least 2 SOLID years of working experience in the same role is required for this position

·       Demonstrated ability to coach, motivate and provide performance feedback

·       Knowledgeable in conflict resolution and disciplinary methods

·       Proven ability to identify opportunities for process improvements

·       Exhibit understanding on workforce management and staffing

·       Demonstrate ability to develop and implement process improvement initiatives

·       Possess strong organizational, interpersonal and time management skills

·       Proven experience in adapting to and leading change

·       Has effective written and oral communication skills

·       Willing and able to work on a shifting schedule and holidays

·       Proficient in a Microsoft Office Environment, specifically Word, PowerPoint and Excel

·       Applicants must be willing to work in Ortigas

Salary: ₱30000 - ₱35000
Address: 17th and 18th floor Cyberscape Gamma, Topaz & Ruby Roads, Ortigas Center, Pasig City