Operations Team Leader

Everise; Molino; On-site; PHP 40,000 - 60,000; Full time

Job summary

Everise in the Philippines is seeking a Team Leader - Operations to supervise a team of associates and coach them to meet Everise and client standards.

You will monitor performance against KPIs, manage floor engagement, resolve escalations, and collaborate with client teams while supporting hiring and on-the-job training.

Qualifications

• Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
• Previous call center experience preferred
• Prior supervisory or leadership experience preferred
• Proficiency with various Windows programs, including Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast paced environment
• Dependability regarding completion of assignments and attendance
• Ability to pass a drug screen and background check

Responsibilities

• Monitor, track and evaluate associate performance against KPIs and provide feedback to ensure goals are met
• Be the constant presence on the production floor and engage with associates to maintain productivity
• Develop and implement action plans to raise underperforming associates to client expectations
• Resolve customer escalations promptly and professionally
• Coordinate communication between management, client and associates
• Participate in associate selection and interviewing processes
• Provide on-the-job training or up-training to enable associates to meet expectations

Skills

Team leadership

Coaching

KPI monitoring

People management

Communication

Analytical skills

Multitasking

Schedule flexibility

Problem solving

Education

Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.

Job Requirements:

• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for communication between contact center management, client and associate
• Participate in associate selection and interviewing process
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations

Qualifications:

• Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
• Previous call center experience preferred
• Prior supervisory or leadership experience preferred
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast paced environment
• Dependability regarding completion of assignments and attendance
• Ability to pass a drug screen and background check

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.