Team Leader - Remote

Overview

The Team Leader is responsible for supervising, guiding, and motivating a team to achieve specific goals and objectives. This role involves coordinating daily operations, ensuring team performance aligns with organizational standards, and fostering a collaborative work environment. The Team Leader acts as the primary point of contact between team members and management, addressing challenges, providing feedback, and supporting professional growth. By promoting efficiency and maintaining a positive atmosphere, the Team Leader ensures that the team consistently delivers high-quality results.

In Short

• Responsible for assisting management in the efficient operation of the CS team in Makati.
• Serves as an effective resource in the timely resolution of customer service issues, striving for a win/win situation.
• Conduct routine meetings with staff that encourage two-way communication both in a team setting and one-on-one.
• Responsible for establishing goals and objectives of direct reports and review progress during 1:1 meeting.
• Effectively assist with the development and implementation of additional training.
• Assure training docs are posted and updated in the SharePoint Makati community.
• Provide staff with accurate information pertaining to procedural/system changes.
• Ensures that proper staffing levels are maintained for coverage of all tasks.
• Ensures proper tracking of workday reports for associates and ensures that bi-weekly payroll information is entered in a timely manner.
• Every six months effectively review goals for each associate assuring performance evaluations are conducted with appropriate paperwork completed, approved, and filled with Culture and People.
• Effectively motivate, coach, counsel, and evaluate the performance of CSRs.
• Meets weekly with CP managers to ensure feedback and communication lines are open.
• Works closely with the Makati director for support of the entire team.
• Continuously review all processes for efficiency to be made and metrics being completed.
• Seeks additional tasks with the CP team for additional support.

Requirements

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Experience in customer service roles.
• Proficient in training and development.
• Ability to motivate and evaluate team performance.
• Problem-solving skills.
• Experience with performance evaluations and goal setting.
• Familiarity with operational efficiency metrics.

Benefits

• Opportunity for professional growth and development.
• Collaborative and supportive work environment.
• Regular feedback and communication with management.
• Potential for performance-based evaluations and promotions.