Under the guidance of the Operations Manager, this key position is responsible for the attainment of the team’s performance targets. This role requires strong knowledge and skills in handling people and understanding employees’ life cycle.
The Team Leader will play a critical role in supporting management with resource planning, performance optimization, and the continuous improvement of processes and procedures. Additionally, this role will serve as a backup to the processor when necessary, ensuring seamless workflow continuity.
DUTIES & RESPONSIBILITIES:
- Supervises overall daily operations such as but not limited to workforce management e.g. staffing, scheduling, team huddles, performance review and coaching; and attainment of targets and Service Level Agreements (SLAs) to secure efficiency and success of day-to-day operations.
- Demonstrates comprehensive mastery of end-to-end processes across all lines of business to effectively implement contingency measures when necessary.
- Establishes and implements a development plan for team members that may include training and coaching using different tools such as but not limited to ADEC Performance Management System (APMS), Learning Management System (LMS), and other development strategies, to enable and reinforce competencies required to perform well and achieve targets.
- Gathers and analyzes performance data to contribute to the development strategies that will help the department’s improvement of operations, policies, procedures, programs, and initiatives.
- Prepares and reviews production-related reports needed by the Operations Manager / Channel Manager and other stakeholders for team performance monitoring and improvement.
- Participate in the department’s policies and procedures review and development to ensure alignment with the company’s existing policies and procedures.
- Reviews manpower capacity/utilization to properly coordinate with the channel management the staffing needs of the team.
- Validates Incident Reports, and coordinates to HR Business Partner/ Employee Relations team to ensure accuracy of resolution and safeguard compliance to the Company’s Code of Discipline (COD).
- Interfaces with internal and external stakeholders, CM and subordinates on general issues and solutions related to SLA to establish and maintain trust with the stakeholders.
- Oversees resource requirements such as manpower, hardware and software, and space allocation for recommendation of production needs to the Channel Manager for business continuity purposes.
- Ensures compliance with company rules and regulations.
JOB REQUIREMENTS:
- Graduate of BS in Accountancy or any related business course.
- At least 2-3 years of work experience in a relevant or related role/capacity in the BPO industry.
- Work experience must be relevant to the fields of Accounting and Finance plus customer service.
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Job Type: Full-time
Benefits:
- Company events
- Health insurance
- Life insurance
Schedule:
- 10 hour shift
- 8 hour shift
Supplemental Pay:
- 13th month salary
Work Location: In person
