sr. Team Leader | csr campaignClearSource

Job Description:
A Team Leader plays a crucial role in the operational success of ClearSource programs. This individual must acquire a deep understanding of the related program and be able to resolve any issues and answer both employee and other leadership related questions with regards to the program. The ability to successfully manage both administrative and management functions is key to success in this role.
Responsibilities
Ability to deliver the required KPI and quality standards, all assessment, and any additional contractual obligations of the client
Drive account progression by identifying, troubleshooting, and resolving issues presented during phone calls and emails
Be involved in the hiring process for new team members
Work with the Operations Manager in progressing career development in employees in line with local budgets, retention on the business unit; and the qualifications and positive outcomes achieved
Assist in gathering information required for end of team reports after each business unit and ensure actions to improve the quality of the business unit are followed up and completed in a timely manner
Maintain accurate and up-to-date performance records
Comply with any other operational procedures
Implement action plans to address issues identified in the team performance evaluation & review
Ensure that processes are followed as outlined in training & team meeting updates
Attend all necessary internal/external training courses and management/steering group meetings as required
Carry out other team-related duties as may reasonably be required by the by the client as appropriate on activities relevant to area of responsibility
Assist in marketing and employee engagement activities
Promote and recruit for the business unit, and maintain social media presence using Facebook and any related company resources
Ability to flex with regards to time commitment to accommodate leadership duties
Key Competencies
Leadership skills - team leaders supervise, encourage, and direct other staff members, which requires strong leadership abilities
Customer service -team leaders address customer complaints and greet customers, which requires good customer service and interpersonal skills
Problem-solving skills -team leaders manage staff problems and daily operations problems, which requires them to have excellent problem-solving skills
Communication skills -team leaders need strong verbal communication skills to act as a liaison between staff and upper management by answering questions, providing guidance, and making suggestions regarding business and operations
Multitasking skills -team leaders manage multiple staff members and tasks simultaneously, which takes good multitasking abilities
Computer comprehension -team leaders need adequate computer skills to work with various sales, management, and administrative software programs
Flexibility to Schedule -team leaders know the difference in a schedule that accomplishes its intent and when it becomes necessary to make changes.
Requirements:
Education and Experience
Bachelor's degree preferred
Minimum 2-years BPO Team Leader/Assistant Team Leader/Coach/SME work experience is required
AUTOCAD Training or Certification
Strong computer skills including Microsoft Office and software for reporting metrics
Knowledge of tools, concepts, and methodologies of TL is preferred
Knowledge of relevant regulatory requirements
Benefits:
Private Health Insurance
Paid Time Off
Training & Development
Temporary remote work set-up
HMO from 1st day of employment (+ 2 free dependents)
Group life insurance
Night differential
ClearSource

Pasig City, Metro Manila
Permanent
Full-time