We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position Title: Team Leader

Division: Infrastructure & Operations

Location: Metro Manila, Philippines

Position Manager: Operations Manager/ Senior Operations Manager

Direct Reports: Yes

Created Date: 16-Oct-23 Review Date: 16-Oct-2

We’re an award-winning global outsourcer providing contact center and back-office services. As Team Leader you’ll be responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.

A SNAPSHOT OF YOUR ROLE

The team leader is responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

This position is primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.

Your Day Could See You

Communicates program and company information

Removes barriers affecting ability of team to collaborate

Provides feedback on corrective actions implemented based on employee suggestions

Participates in corporate employee program initiatives

Aids in designing rewards and recognition activities

Promotes 2-way information flow

Conducts regular evaluation as well as coaching sessions to improve individual and team performance.

Aids to execute competency appraisal system of the campaign and the company

Actions issues identified from the performance reports

Assists in selection of agents to be promoted to future leadership posts

Ensures team’s systems, tools and equipment in working order

Responsible in tracking, updating, and maintaining accurate performance reports and scorecards of agents and team.

Enforces Schedule Compliance and staffing

Complying and enforcing standard program and company policies and procedures.

Assist in training and create a mentorship program for agent’s development

In charge of providing accurate information from operations – attendance, team output, etc.

Position Description

Team Leader PH_v2.0

Restricted

July 2021

© Acquire BPO

Managing team/program funds, budget and incentives with the guidance of the account manager

Ensures accuracy of submitted attendance record and schedules of their team

Participate regularly in product/service handling interactions in order to understand all issues and be able to assist agents on all interactions

Perform quality audits to ensure agent’s compliance on metric standards

Responsible for specific processes and approvals to be conducted during interactions that specific to the TL role

Conducts annual performance reviews to associates for the development of their skillset, competencies and nurture the values of the company

a Bit About You

Flexible Schedule Availability

Minimum one-year supervisory experience within a contact center environment, or the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team

Computer literate with proficiency in MS Excel, MS Word and MS PowerPoint

Excellent communications skills

Results oriented; thrives on accuracy and high attention to detail

Efficient and Organized – able to produce significant output and completes assigned work in a timely manner

Able to adjust quickly to changing priorities and conditions in the work environment.

Clear and logical thinking

What Success Looks Like

High customer satisfaction

Achievement of team’s pre-defined KPIs and SLAs.

Excellent feedback from customers.

Join the A-Team and experience the A-Life!