Job: Team Leader

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Title Team Leader
Salary 30,000
Start Date 2015-07-15
Location Makati City
Job Information

Job Description:

· Ensures achievement of targets and adherence to Service Level Agreement (SLAs) specified by the Client.

· Establishes innovative systems and procedures for handling of data / reports and continuously improvises on them.

· Ensures daily completion of logs as required by the process.

· Ensures thorough knowledge of process related details.

· Attends calibration session jointly with Quality and clients.

· Monitor calls on a daily weekly basis.

· Identifies process gaps and collaborates with the Client to formulate solutions.

· Deal with escalation in a timely manner.

· Any other assigned duties.

· Sets targets for the team.

· Measures performance of the team through performance appraisals and responsible for team motivation and retention.

· Keeps track of leaves availed by team members & updates them with HR / leave policy whenever applicable.

· Grooms and mentors the team members to handle more responsibility

· Prepares development plans for every team member with a suitable action-plan.

· Regularly assesses training needs to fill gaps in performance.

· Plans and imparts necessary process- related training to team members wherever necessary.

· Works as a team with other leaders providing assistance and seeking support wherever required.

· Conducts regular briefings for the team to discuss performance, Organizational policies and process updates.

· Takes disciplinary action (DAP) or issue a Corrective Action Policy (CAP) letter/s as per requirement.

· Address feedback received from Quality to all team members.

· Assist in recruitment process.


· Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

· Build effective vertical and horizontal communication channels

· Provide efficient leadership to the team

· To be a role-model for the Team in terms of performance/ behavior/ attitude

· Formulate long term plans for the development and motivation of the team


· Coordinate with Clients regarding team performance.


· Graduate from a recognized Institute or University in any discipline

· Minimum 1 year of work experience as a Team Leader

· Must have experience in leading a team for a chat/email LOBs but still needs to have experience with Finance Voice LOBs

· Can start ASAP

· Must be flexible with changes

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