The Team Leader is responsible for providing oversight of the day-to-day operations of assigned
customer program(s) during a designated shift. This position will assist management with customer
escalations and monitoring of critical processes. The Team Leader is responsible for coaching and
developing their assigned team. This position is responsible for providing the necessary tools and
support for the team to perform its tasks and ensure the continued fulfillment of our customer’s needs.

Responsibilities:

• Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
• Ensure that agents are informed and trained on product and system updates necessary perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the agents continuous development.
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
• Assist in queue management using the tools available to them and in coordination with the Global Command Center.
• Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
• Attend internal and external calibration sessions and other client meetings.
• Perform administrative and other similar tasks, as assigned.
• Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
• Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
• Ensure that the agents conduct themselves in accordance

Knowledge, Skills and Experience:

• At least 1-2 years experience in Customer Support or Financial
• At least 1-2 years experience in practical development skills coaching
• Proven experience managing 10 or more employees
• Strong working knowledge of PC based Internet and software applications
• Ability to maintain highly confidential information
• Skill in focusing on desired results, determining what is important and urgent, clarifying next
  steps, and delegating effectively to meet deadlines and achieve desired results
• Amenable to work in Manila