Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of Tier 1 and Tier 2 associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential Functions/Core Responsibilities:
Responsible for the day-to-day supervision of a group of Tier 1 and Tier 2 associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
Responsible for workload balancing and workforce management at the start of day and submit mid-day and EOD reports to ensure completion of tasks within TAT (Turn-Around Time)
Requires identifying and assessing complex problems for area(s) of responsibility
Creates solutions in situations in which analysis requires in-depth knowledge of organizational objectives
Creates talking points/analysis on Weekly Operational Reports and Business Reviews
Must be able to interpret and analyze graphs, trends, capacity/staffing plans to come up with the best strategy to achieve the KPIs
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Manage the employment status of members and participate in the transfer, promotions or regularization of members, which is necessary before any such employee-movement is made
Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies
Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of members
Support and manage the program together with other Team Leaders and Managers
Providing input into selecting, training, developing, and completing performance appraisal of members in accordance with the organization's policies and applicable legal requirements
Manage team members on their performance on a regular basis and write and deliver performance appraisal.
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer emails or calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Promote the Fluor core values through both behavior and attitude, including being an advocate for both team members and the management team.
Basic Job Requirements
Accredited four (4) year degree or global equivalent in ANY field of study and more than five (5) years of supervisory experience
Can work with less supervision and can think on one's feet
Critical thinking, problem solving, and interpersonal skills
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Willing to learn from scratch and be able to roll up one's sleeves to understand the process
Must know how to do RCA (Root Cause Analysis) and recommend solid action plans
Must be able to deliver the tasks without constant reminders or follow-up
Must be mentally tough and be well-prepared to answer any possible questions related to team performance and be able to come up with strategies to overcome any challenge that might be encountered
Must be able to interpret and analyze graphs, trends, capacity/staffing plans to come up with the best strategy to achieve the KPIs
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Willingness to work on a flexible schedule (day shift, mid shift or night shift) or during holidays
To be Considered Candidates:
Must be authorized to work in the country where the position is located and be able to interview on site., Must be authorized to work in the country where the position is located.
Diverse Workforce
We are an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by governing law.
Notice to Candidates:
Background checks are carried out as part of any conditional offer made, including (but not limited to & role dependant) education, professional registration, employment, references, passport verifications and Global Watchlist screening.
Fluor
The Team Leader, Operations is responsible for the day-to-day supervision of a group of Tier 1 and Tier 2 associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential Functions/Core Responsibilities:
Responsible for the day-to-day supervision of a group of Tier 1 and Tier 2 associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
Responsible for workload balancing and workforce management at the start of day and submit mid-day and EOD reports to ensure completion of tasks within TAT (Turn-Around Time)
Requires identifying and assessing complex problems for area(s) of responsibility
Creates solutions in situations in which analysis requires in-depth knowledge of organizational objectives
Creates talking points/analysis on Weekly Operational Reports and Business Reviews
Must be able to interpret and analyze graphs, trends, capacity/staffing plans to come up with the best strategy to achieve the KPIs
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Manage the employment status of members and participate in the transfer, promotions or regularization of members, which is necessary before any such employee-movement is made
Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies
Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of members
Support and manage the program together with other Team Leaders and Managers
Providing input into selecting, training, developing, and completing performance appraisal of members in accordance with the organization's policies and applicable legal requirements
Manage team members on their performance on a regular basis and write and deliver performance appraisal.
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer emails or calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Promote the Fluor core values through both behavior and attitude, including being an advocate for both team members and the management team.
Basic Job Requirements
Accredited four (4) year degree or global equivalent in ANY field of study and more than five (5) years of supervisory experience
Can work with less supervision and can think on one's feet
Critical thinking, problem solving, and interpersonal skills
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Willing to learn from scratch and be able to roll up one's sleeves to understand the process
Must know how to do RCA (Root Cause Analysis) and recommend solid action plans
Must be able to deliver the tasks without constant reminders or follow-up
Must be mentally tough and be well-prepared to answer any possible questions related to team performance and be able to come up with strategies to overcome any challenge that might be encountered
Must be able to interpret and analyze graphs, trends, capacity/staffing plans to come up with the best strategy to achieve the KPIs
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Willingness to work on a flexible schedule (day shift, mid shift or night shift) or during holidays
To be Considered Candidates:
Must be authorized to work in the country where the position is located and be able to interview on site., Must be authorized to work in the country where the position is located.
Diverse Workforce
We are an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by governing law.
Notice to Candidates:
Background checks are carried out as part of any conditional offer made, including (but not limited to & role dependant) education, professional registration, employment, references, passport verifications and Global Watchlist screening.
Fluor
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
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Fluor
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Fluor jobs
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About the company
Fluor jobs
Manila, Metro Manila