Designation: Team Leader
Department: Operations
Location: Cebu, PH
Report to: Manager
Work Set-up: WFO (as per business demand)
Role Summary
The Team Leader is responsible for managing a team of 1220 customer service associates, ensuring consistent achievement of client-defined KPIs and SLAs. The role requires strong leadership, people management, and operational execution skills, with a focus on quality, efficiency, and team engagement.
Key Responsibilities
- Lead and motivate a team of 1220 customer service associates to meet and exceed SLAs and performance targets.
- Ensure strict adherence to quality parameters and consistent achievement of KPIs.
- Conduct floor walks for a minimum of 5.5 hours daily to monitor, supervise, and guide associate performance.
- Provide hands-on support and guidance to associates, addressing escalations and process-related queries.
- Coach and mentor team members through call/chat monitoring and real-time feedback.
- Interact with the Quality team to review performance and align with quality goals.
- Conduct timely performance appraisals and provide developmental feedback (by the 7th of each month).
- Manage daily operations including scheduling, break management, overtime, and workflow prioritization.
- Develop and implement strategies to minimize attrition and absenteeism.
- Organize and deliver training sessions to support skill development.
- Coordinate with HR, Admin, and other departments to resolve policy, compliance, and support-related matters.
- Hold daily pre-shift and post-shift briefings to align team goals and expectations.
- Conduct weekly team meetings to update associates on process changes, quality metrics, and SLAs.
- Manage and implement rewards and recognition programs to boost morale and performance.
- Plan and coordinate monthly team outings and engagement activities.
Key Performance Indicators (KPIs)
- Team SLA and KPI achievement
- Quality scores and customer satisfaction
- Attrition and absenteeism rates
- Timely completion of appraisals and feedback
- Coaching effectiveness and team development
- Associate engagement and morale
Experience & Qualifications
Required:
- 12 years of supervisory experience, preferably in a healthcare campaign.
- Undergraduate or Graduate degree.
- Proficiency in MS Office, especially Microsoft Excel.
Critical Skills:
- Excellent written and verbal communication skills.
- Strong team management, mentoring, and coaching abilities.
- Effective problem-solving and analytical skills.
- Ability to motivate and engage team members.
- Strong organizational and planning skills.
- Basic arithmetic and statistical skills for data analysis and report generation.
