Team Leader

Gratitude Inc

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1 month ago

Team Leader

1-2 Year(s)

40 - 45 Thousand p.m

Manila (Makati, Pasay City, Pasig, Taguig, Mandaluyong)

Job Description

Key Skills

Team Leader telco Process Excellence experience in BPO Setting Experience in managing Telco and Media accounts

11 candidate(s) have already applied for this Job. Apply now

Job Summary:

The Team Lead is responsible for guiding and developing a team to ensure operational efficiency,
adherence to performance metrics, and alignment with client and company standards. This role
emphasizes employee development, quality assurance, and process compliance.

Key Responsibilities:
 Ensure schedule adherence and meet required production hours.
 Maintain compliance with Client, Customer Experience and Quality standards.
 Use and share performance data to improve team productivity and meet financial targets.
 Conduct performance evaluations and offer coaching for ongoing employee development.
 Ensure compliance with internal policies, client standards, and applicable laws.
 Foster team development through continuous training, mentoring, and support.
 Monitor team KPIs and report regularly on performance to the Operations Manager.
 Lead disciplinary processes in line with company policy.
 Achieve or exceed targets related to attrition and employee retention.

CRITICAL REQUIREMENTS:

• High School /SHS Graduate, Bachelor’s degree or equivalent experience is acceptable
• With the latest Team Leader experience handling Telco accounts for at least 2 years in a BPO setting
• With strong technical support experience, particularly in troubleshooting, AT&T, or other related campaigns
• Demonstrates strong commitment
• Should be living near the office location of the company to avoid any proximity issues
• Ability to analyze and interpret operational data to inform decisions.
• Problem-solving: Define issues, collect data, and draw valid conclusions.
• Fulfillment of all assigned responsibilities and duties.

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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