internal: phone survey Team LeaderPMAXGlobal

The Team Leader is responsible for the output of the team. They are to ensure that all team members meet written guidelines for productivity, quality and behavior. The team leader is also responsible to build and maintain honest, ethical and fair relationships with direct reports, including other team leads and business unit supervisors. He/she provide directions, instructions and guidance to a group for achieving a certain goal to ensure that they meet targets and perform their duties according to laid down instructions and guidelines.
The role also supports and manages the Subject Matter Experts (SME's) to ensure that company standards are being consistently applied and maintained.
To do this they will: * Track relevant metrics daily, weekly and monthly and report those to the Supervisor or Business Manager over their department.
Intervene where team members are not meeting objectives and prepare guidance on how they can improve.
Ensure team members are in attendance and actively engaged in their work.
Daily reporting attendance to their direct report as well as to the point of contact(s) designated to their team members.
Having one on one meetings to assess the cause and to provide coaching with any employee who is absent or tardy.
Building a culture of inclusion and a team that respects one another so all feel included and important.
Ensure teams have the proper tools to perform their duties.
Ensure all team members have access to software and licensing needed to perform their respective duties.
When new team members are assigned to the team ensuring that all permissions are granted and passwords work.
When there are software issues, properly notifying IT and tracking the issue to ensure resolution.
Ensure team members have been properly trained and have access to all necessary process documentation needed to be effective.
Ensure all team members behave in accordance with PMAXGlobal expectations for behavior.
Teach what behavior is expected, including in daily stand up meetings or through more formal training.
Discipline any associates who break rules or are conducting themselves inappropriately.
Alert HR of any formal written or verbal warnings in accordance with HR reporting policies.
Being the primary communication conduit between associates and Customer Account Managers (CAM) for all non-tactical issues. Also ensuring there is a clear understanding of expectations and effective communications between the CAM and Subject Matter Experts where applicable.
Conduct themselves as an example of the effectiveness and diligence within their assignment as an agent. Or in other words continue to perform the responsibilities of the agents on their team on top of the expected team lead duties.
Other relevant duties may be assigned from time to time.
Main Requirements:
Ability to bring day-to-day experience to the subject matter both content and its context for the business.
Excellent leadership skills and abilities
Excellent Motivating, Coaching and Mentoring skills
Ability to Set and Attain Goals
Ability to Multitask
PMAX Global
PMAXGlobal

Cebu City, Cebu
Permanent
Full-time