Team Leader for Visayas

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Responsibilities

Job Objective:

The Team Leader (TL) is directly responsible for managing product knowledge, profitability, quality, and effectiveness for his/her team. His/her daily activities primarily focus on effective leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction. This especially includes the developing competencies of the CSRs and ensuring that behaviours are in alignment with the TransVision goals.

People

  • Promote communication and be open to feedback.
  • Keep motivation high by adapting the leadership style to individual needs.
  • Create an environment conducive to success by promoting and recognizing initiatives.
  • Ensure high employee satisfaction and attendance.
  • Promote teamwork and cooperation amongst team members and colleagues.
  • Lead by example.
  • Take full responsibility and the required action on disciplinary procedures.
  • Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund

Performance

  • Understand and meet production targets for different clients/projects.
  • Review and evaluate performance reports.
  • Meet production targets for the team.
  • Set up individual targets for each CSR and skill level.
  • Follow up on production targets for the team, CSR, and skill level.
  • Take full responsibility for team results.
  • Set priorities, within the TWW standards, in order to maximize own time management.
  • Propose and promote motivational activities.
  • Prepare and conduct appraisals.
  • Utilize the Coach to identify your successes.
  • Schedule Adherence must be reviewed daily to avoid payroll anomalies.
  • Employee absenteeism less than 4% on a monthly basis.
  • Coaching for success 50 side-by-side coaching/monitoring sessions per week and documented in the Coach. This is a minimum objective
  • Request open and close of campaign by
  • Monitoring ACD systems to ensure optimal operating efficiency and
  • Administering outbound dialing systems as required (open/close)

Quality

  • Have a clear understanding of quality expectations for the different clients and projects.
  • Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations.
  • Be a specialist in quality observation and evaluation.
  • Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation.
  • Monitor with Clients as scheduled.
  • Provide continued teaching and coaching in order to reach set goals.
  • Follow up on quality goals for the team, CSR, and skill level.
  • Spend the appropriate time handling calls, making sales, or handling BO tasks

Requirements

  • At least 1 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor's/College Degree on any course.
  • Preferably Senior Executive / Supervisor specializing in BPO/Call Center or equivalent.

Additional Requirements

 

  • Spend the appropriate time handling calls, making sales, or handling BO tasks
  • Be actively involved in problem solving and propose improvements to processes.
  • Implement and respect TranscomWW standard practices.
  • Conduct yourself in a manner consistent with the values of the organization.
  • Drive and foster a performance culture.
  • Make Transcom an enjoyable place to work.
  • Show leadership by developing people

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

  • University degree or equivalent higher qualification

Work Experience:

  • Have worked in an operations department.
  • Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes.
  • Have worked in a performance driven environment
  • Have lead a team of people

Additional Information

  • Location: Negros Occidental, Western Visayas.
  • Full Time position(s) are available.

Transcom is a global employer in an industry that depends on strong, resourceful, talented people. We are a results-focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.

In return for commitment, hard work and talent, we offer competitive salaries and benefits, high-quality training and opportunities to forge a career in a progressive, client-focused business.

Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.