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Team Leader – Axiem

Company: Axiem Corporation
Job Title: Team Leader

Job Description:
Responsibilities

Supervise the day-to-day operation of a team of 18-20 staff
Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
Support and develop staff to improve efficiency and performance of the team
Analyze agents’ performance and develop action plan, key projects, and initiative to bridge gaps
Serve as mentors and coaches to the reps on the floor and act as the first point of escalation for client-specific issues
Motivate and coach team members on effective use of process and procedures
Conduct weekly and monthly evaluation of assigned data entry specialist
Maintain coaching logs and audits for documentation and reporting
Drive and track process parameters critical to quality and process
Attend regular meetings with the Management Team and clients
Proactively contribute ideas and give timely feedback to the Management Team
Submit weekly and monthly report to the client and Operations Manager
Disseminate client-specific information in a timely manner
Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes
Support the Operations Manager in providing leadership, guidance, and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit
Address agents’ needs and concerns, performance and motivation issues and conflicts
Interact with external clients and the Management, in the absence of the Operations Manager
Conduct performance evaluations for team members
Drive a positive and healthy working environment

Requirements

Supervisor with 5 years or more specializing in call center environment, Logistics/Supply Chain or equivalent
Required language(s): English
At least 2 year(s) of SOLID working experience in the related field is required for this position.
Demonstrated ability to coach, motivate and provide performance feedback
Knowledgeable in conflict resolution and disciplinary methods
Proven ability to identify opportunities for process improvements
Exhibit understanding of workforce management and staffing
Demonstrate ability to develop and implement process improvement initiatives
Possess strong organizational, interpersonal and time management skills
Proven experience in adapting to and leading change
Has effective written and oral communication skills
Strong team player with high level of professionalism and initiative
Willing and able to work on a shifting schedule and holiday
Proficient in a Microsoft Office Environment, specifically Word, PowerPoint, and Excel
Applicants must be willing to work in Mandaluyong City
2 Full-time positions available

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