Team LeadHelpware

The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuringthat each individual performs at par with the standards set by the company and the client. Some mainresponsibilities are as follows:● Monitors the performance of each team member against specified account/program metrics, andprovides the necessary support and assistance in order for metrics to be improved on, attained orexceeded.● Regularly performs tasks related to team management (i.e. coaching and mentoring, performancefeedback-giving), as well as data reporting on the team's performance. Performs administrative duties forthe team (i.e. payroll templates).● Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets,enhance the productivity of the account, and the overall profitability of the company.Specific Responsibilities:● Direct line management for Helpware with a size of 10-15 agents.● Manage Performance behavior through effective communication by doing regular team meetings,mentoring, and coaching.● Regularly review and analyze performance to drive effectiveness and address areas for opportunities.● Ensure that agents have an understanding of the company's mission and vision and behavioral aspectsthat play a major role in their yearly performance evaluation/reviews.● Oversee effective implementation of staffing plan and schedule adherence in accordance with businessneeds within Helpware stakeholders.● Nurture a culture within the team that demonstrates alignment with leadership principles. One that is ableto tie company decisions and to leadership principles and tenets.● Must have excellent time management skills.● Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks● Must have excellent project management skills and client management.
Helpware

Cebu City, Cebu
Permanent
Full-time