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Team Leader (Operations) - Social Media exp - Taguig City ghssbc

Keywords / Skills : Team Lead, Social Media

1 - 4 years
Posted: 2018-09-20

Customer Service
Customer Service/ Call Centre/ BPO
Other Customer Service
Posted On
20th Sep 2018
Job Description
Job Responsibilities:

• Ensures achievement of targets and adherence to Service Level Agreement (SLAs) specified by the Client.

• Establishes innovative systems and procedures for handling of data / reports and continuously improvises on them.

• Ensures daily completion of logs as required by the process.

• Ensures thorough knowledge of process related details.

• Attends calibration session jointly with Quality and clients.

• Monitor calls on a daily weekly basis.

• Identifies process gaps and collaborates with the Client to formulate solutions.

• Deal with escalation in a timely manner.

• Any other assigned duties.

• Sets targets for the team.

• Measures performance of the team through performance appraisals and responsible for team motivation and retention.

• Keeps track of leaves availed by team members & updates them with HR / leave policy whenever applicable.

• Grooms and mentors the team members to handle more responsibility

• Prepares development plans for every team member with a suitable action-plan.

• Regularly assesses training needs to fill gaps in performance.

• Plans and imparts necessary process- related training to team members wherever necessary.

• Works as a team with other leaders providing assistance and seeking support wherever required.

• Conducts regular briefings for the team to discuss performance, Organizational policies and process updates.

• Takes disciplinary action (DAP) or issue a Corrective Action Policy (CAP) letter/s as per requirement.

• Address feedback received from Quality to all team members.

• Assist in recruitment process.


• Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

• Build effective vertical and horizontal communication channels

• Provide efficient leadership to the team

• To be a role-model for the Team in terms of performance/ behavior/ attitude

• Formulate long term plans for the development and motivation of the team


• Coordinate with Clients regarding team performance.


• Graduate from a recognized Institute or University in any discipline

• Minimum 1 year of work experience as a Team Leader

• Must have a Social Media Background (i.e. Microsoft, Amazon, Apple, e-Bay, Twitter, Facebook) minimum of 6 Months.

• Must be flexible with Changes

• Amendable with Shifting Schedules

• Can start ASAP
Key Skill(s)

About Company

Global Headstart Specialist, Inc. provides call center jobs and other local employment to Filipinos in Metro Manila and across the Philippines. We specialize in providing industry-leading human resources (HR) solutions including, but not limited to: sourcing and recruitment, training & development and executive search. Our team is comprised of seasoned HR professionals and senior executives locally and abroad who boast of years of business experience. Global Headstart Specialist, Inc. understands the growing human resource needs of contact centers and various business industries. We guarantee to alleviate our clients' HR demands and helping them achieve their goals. We are thoroughly dedicated to working with our clients to exceed their expectations and provide the best quality of applicants and service. A proven track record, knowledgeable staff, state-of-the-art technology and a personal touch define the Headstart advantage.

Our Vision and Mission

At the core of the HEAD​START​ way is our vision to be the number one job provider in the Philippines and in Asia.

In order to achieve this, Global Headstart Specialist, Inc. will serve as the link for prospective employers and potential employees, and strive to educate and equip job seekers with the necessary skills and values to excel in their jobs.

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