Senior Team Leader for Collections | Eastwood Site | 7384

Job Description :

Key Responsibilities:

Take ownership to address the clients and the teams high-priority concerns
Communicate with the client proactively on a regular basis
Be a subject matter expert to support the teams daily operation and provide creative suggestions to the client to achieve the mutual business goals
Be a responsible and responsive liaison among the client, management, and the team. Bridge any awareness and knowledge gap of all these parties
Review, implement and manage key performance indicators to ensure business growth
Ensure performance is measured and documented accurately
Responsible for attainment of overall metrics of the team
Determine root cause of underperformance and ensure corrective action
Conduct regular team performance reviews
Coach/ conducts regular touch base with the Team Leads, Trainers, QAs, and other required stretched roles
Facilitates focused group discussions (FGD) when the need arises
Develop, implement and manage staff career development plans
Identify and communicate project needs
Assist client/s with the development / improvement, implementation and management of policies and/or processes
Ensure awareness amongst all staff of the business common goals
Report statistics / performance data to client/s and immediate supervisor
Assist with recruitment, including interviews and calibration sessions
Assist with the development / management of rosters/schedules to ensure coverage
Manage unplanned day-to-day operational tasks/duties/responsibilities
Provide feedback on IT/telephony systems
Being a trusted escalation point for the team
Maintain harmony amongst workers and resolves grievances

Requirements
3-5 years related experience
Must have strong leadership background, performance management, and coaching skills
Must have handled team leaders from the previous work
Must have strong organizational skills: creating and keeping deadlines, tasks delegation, setting and meeting goals, schedule management, project management, process creation and improvement, and client-expectations management
Must be willing to learn the whole process of the business by immersion from its very start or frontline
Excellent communications skills
Problem-solving skills
Strong decision making skills
Strategic thinking
People-managing skills
Flexibility in schedule (must be willing to work on night schedule and weekends)
Willing to work in Eastwood City Cyberpark, Quezon City in shifting and/or night shift schedule
What's in it for you?
Competitive compensation and benefits package!
6th floor of 1880 Avenue Building, Eastwood Cyberpark, Libis Quezon City
Monday-Fridays (9:00 AM 5:00 PM)
Kindly Bring your updated resume and 1 Valid ID
Look for Monica.