Team Leader:
* Directly manage a team of 10-15 or more agents, including the provision of appropriate discipline, discharge, and ensuring accuracy of inputs regarding payroll documentation.
* Review and evaluate agents' performance on a weekly, monthly and quarterly basis. Pinpointing root cause for performance variance, trending, and creating improvement plans to correct and improve performance gaps.
* Maintain up-to-date level of product and procedural knowledge be being attentive to and acting upon information advised in email updates, team meetings, trainings and other breifings.
* Responsible for administering company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.
* Responsible for accurately tracking and reporting the team's attendance and seeking coverage as needed to secure staffing and meet committed hours according to the client's expectations.
* Performs other duties as assigned.
Job Type: Full-time
Pay: Php25,000.00 - Php29,000.00 per month
Benefits:
- Company events
- Health insurance
- On-site parking
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Experience:
- Team lead in a BPO Set-up: 1 year (Required)
Work Location: In person
