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Wave 1 FINANCIAL TEAM LEADER | HMO benefits | Ortigas

Company Name Confidential

Keywords / Skills : Team Lead, Team Leader, TL, Financial, BPO Call Centre, BPO

1 - 6 years
Posted: 2019-10-11

Job Description
As a Team Leader, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

As a Shore Solutions Inc. employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Shore Solutions Inc.

A SNAPSHOT OF YOUR ROLE



• Manage team performance and responsible for the overall development of the team through weekly coaching and monthly performance review

• Managing people metrics within the team eg. Attrition, absenteeism, sales per day, quality scores, etc. by ensuring proper and constant guidance and development of every team member

• Motivate staff to meet and/or exceed productivity target without affecting the high quality of delivery

• Provide timely constructive feedback to all staff regarding their performance; acknowledge strengths and identify areas of opportunities

• Maintain team’s growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths and addressing areas of opportunities

• Create Initiatives for the team to drive better performance

• Ensure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence

• Creates daily, weekly, monthly reports to senior leadership and clients

• Ensure strict team compliance with policies and procedures

• Ensure efficient processes through a continuous improvement mindset and make data-driven improvement recommendations to the business regarding operations strategy

• Evaluate service delivery processes on an on-going basis to identify, develop, and implement improvement plans to drive productivity and quality of service delivery

• Develop and maintain and expert-level of product knowledge

• Implement efficient workforce capacity planning through effective use of reporting tools and skilful forecasting resourcing requirements in line with business growth projections

• Provide regular one-on-one coaching and feedback to members to manage performance and support on-going development

• Mentor and identify on-going training needs of all team members

A BIT ABOUT YOU



• Articulate and possess Customer Empathy.

• Experienced and knowledge of on-boarding agents, willingness to train and mentor staff.

• Strong management and reporting skills

• Identify and implement program improvement initiatives.

• Possess Business Knowledge – Customer Service, Collections, Technology and Analytics.

• Must have at least 2 + years’ experience working with customers.

• Digitally adept and AI awareness.

• Fluent in written and verbal English.

• Minimum of 12+ months working in a call center (1 year TL experience)

• College degree preferred but not required

• Possess leadership skills and model the right behavior that is conducive to business growth/profitability, teamwork, and a positive workplace environment.

• Willingness to work US based hours and weekends

• rapid changes in priorities

WHAT SUCCESS LOOKS LIKE



• Outstanding team management and development of team members.

• Excellent feedback from stakeholders.

• Achievement of KPIs.

WHAT WE VALUE



We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Ambition: Voice and measure your goals.

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Judgement: Make wise judgement calls, putting the team and business at heart.

• Leadership: Continuous improvement starts with independent action.

• Leverage: Do more with less, master the art of leverage.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each with other

Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers:

  • Mezzanine floor, Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center Pasig City
  • Upper Ground Floor Worldwide Corporate Center (WCC), Shaw Blvd., Mandaluyong City
  • Ground Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City
  • 6th Floor, 1800 Building, Eastwood Drive, Libis, Quezon City
We are open from Monday to Friday, 8am-4pm.



For faster processing, text: BENTL(space) FULL NAME (space) YES or NO (for BPO experience) send to 09065605043



Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.



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