Senior Team Leader
Full time
at transcosmos Asia Philippines
in
Philippines
Posted on May 8, 2024
Job details
Role Profile:
- Bachelor’s Degree
- Experience in Handling Team Leaders and agents (minimum of 50 agents total HC)
- Possesses the Core Value consist of Integrity, Respect, Professionalism, Innovation, Commitment Client First (Business Client/ Colleagues), Collaboration and Excellence.
- Applies explicit guidelines on key leadership and management responsibilities to effectively lead and manage.
- Design a clear career path for people who aspire to hone their leadership and management capabilities.
- Institutionalize a standard and a common leadership and management practice framework provided an injective innovation.
- Excellence in understanding communication style and analysis inventory of the dominant style of communication, specializing in communication and interpersonal skills
- Excellence in analytical and problem-solving skills
- Keen understanding on the framework and techniques of assertiveness in official setup
- Excellence in Consumer Orientation and People Skills
- Exceptional Shift Management targeting all aspects (KPI)
- Excellence in Metric Management- Cluster wise and Site wise
- Excellence in presentation and facilitation skills
- Can handle and operate technical system
- Ensures productivity meets or exceeds service and quality standards
- Manage, Monitor, drive performance to meet SLAs and KPIs including Sales conversion required by the company and the client.
- Establish operations objectives and work plans, delegates assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction
- Provides immediate supervision to a unit, assigning tasks, checking work at frequent intervals and maintaining schedules
- Plan, Coordinate, Develop and Administer program for the account
- Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility
- Manage and monitor site and cluster’s Attendance
- Implement and Monitor Adherence to High Level Security for the Business.
- Create Processes and Practices in Adherence to Client Requirements
- Manage and monitor site and cluster’s Attrition
- Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
- Ensure and participate to individual development plan and proposals aligned to the business goals of the organization
- Do Root Cause Analysis to identify AFIs and create action plans/goals to improve and bridge gaps
- Efficiently coach subordinates in meeting the metrics
- Intensive Coaching and Feedback for Team members and Subordinates
- Collaborate with different support groups- Recruitment, Training, Quality, HR, Workforce- to improve employee profiling and performance
- Conducts regular performance management to improve challenged members of the team
- Manage Attendance Standards and compliance and Leaves of Absence in accordance with company policy and practice
- Implement all disciplinary actions, up to and including termination, in accordance with company policy. Document issues, actions taken and plan for follow up for agent’s HR file.
- Review and approve payroll administered by agents in accordance with company policy and procedures.
- Prepare, process and conduct annual appraisal for agents on time, review 3-month job discussion with new employees with new employees and annual review.
- Looking for candidates available to work:
- Monday: Morning, Evening, Afternoon
- Tuesday: Morning, Evening, Afternoon
- Wednesday: Morning, Evening, Afternoon
- Thursday: Morning, Evening, Afternoon
- Friday: Morning, Evening, Afternoon
- Saturday: Morning, Evening, Afternoon
- Sunday: Morning, Evening, Afternoon
- 2-3 years of relevant work experience required for this role
- Working rights required for this role
- Expected start date for role: 22 April 2024
- Expected salary: ₱50,000 - ₱55,000 per month
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