Team Leader

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The position is responsible for planning, leading, organizing and controlling the activities of Customer Service Representatives agents; Ensures that daily operational and client requirements are met in terms of answering chats/calls within acceptable service level, resolving customer concerns, meeting objectives, maintaining quality of calls and customer satisfaction. Primarily responsible for providing coaching and performance feedback and enforcing discipline among agents. This position has a direct and immediate impact on the overall efficiency and profitability of the company.

• Ensures 100% goal attainment of ALL Operational KPIs.
• Listens/reviews live/recorded transactions and identifies performance trend and gaps.
• Coaches daily to improve agent performance, and timely inspect or conduct follow through on the agreed upon action.
• Identify performance gaps thru reports or transaction monitoring and formulate an effective and strategic performance improvement plans for development.
• Ensure agent transactions are aligned both with Quality Assurance objectives and targets, and client’s expectations.
• Teach and improve product/process knowlege and soft skills in alignment to program strategy and in a way that compliments attainment of various goals.
• Plan and conduct team meetings that shares information, calibrate knowledge and performance, and motivates agents to learn and excel.
• Conduct periodic performance reviews. Maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents, if possible; discusses the rating with the employee for a better understanding of their performance.
• Liaises between agents, program management and other departments for administrative and operational concerns; communicates relevant information on a timely and effective manner.
• Checks agent’s timesheet, plotted schedule, and fillings in a timely manner and prevent payroll disputes; identifies discrepancies, reports correction to HR/Finance/WF department, and monitors the status of correction to ensure that it has been effected.
• Daily tracking, monitoring, and documenting employee’s time (punctuality, attendance, break adherence, etc.).
• Review and cascade policy and/or procedure changes/updates in a timely manner.
• Attend to internal and/or client meetings, calibration sessions, etc., and participate as necessary during the discussion.
• Assist, report, and coordinate operational concerns or issues to relevant support departments, such as IT (computers, headsets, software, etc.), HR (payroll issues), and Workforce (schedule, attendance tracking) etc.
• Administer HR and Department policies as instructed.
• Support and strictly enforce compliance to;
• Code of Conduct
• Privacy and security policies and procedures.
• Professional Attitude/Behavior
• Integrity
• Mediate and resolve internal conflict among direct reports and/or colleagues.
• Performs other related duties within the assigned program as directed by Operations Manager/Senior Operations Manager/Director/Country Manager or higher.