Team Lead

Crawco; Iloilo; Vor Ort; PHP 446.000 - 893.000; Vollzeit

Zusammenfassung

Crawford's Contingent Analytics Team seeks a capable Team Leader in Iloilo to provide administrative, analytical, and business support. You will supervise operations, monitor performance data, and ensure SOP adherence while coaching staff for higher productivity and quality service.

Ideal candidates have a Bachelor's degree, 2+ years as a team lead, strong English communication, and proven ability to drive performance metrics and staff development.

Qualifikationen

• Bachelor's Degree required.
• At least 2 years as a team lead.
• Develop, implement and assess performance metrics.
• Proven track record boosting team performance and retention.
• Advanced computer skills; able to work under pressure individually and in a team.
• Responsible, calm, and able to plan and prioritize daily activities.
• Excellent verbal and written English; strong communication.
• Strong customer orientation and active listening; excellent phone handling.
• Analytical thinking and conflict resolution skills.
• Ability to implement standards and procedures for security and performance management.

Aufgaben

• Act as on-duty supervisor and first point of contact for the team.
• Provide visibility of daily or monthly data to assist performance management.
• Complete, document, and provide timely feedback on performance.
• Ensure SOPs and protocols are followed.
• Provide feedback on training requirements and deliver training as needed.
• Schedule staff and advise on staffing levels.
• Document staff complaints and assist in resolution.
• Perform administrative tasks as required.
• Maintain data across tools/platforms used by the business unit.
• Monitor SLA and KPI performance; report issues to supervisor.
• Inform superior of problems beyond authority.
• Monitor training application and identify additional training needs.
• Guide and motivate team members to deliver high-quality service.
• Communicate expectations clearly to meet business needs.
• Attend training and lead/facilitate as needed.
• Coach individuals to address shortcomings; suggest development.
• Suggest hiring/promotion recommendations to Team Managers.
• Collaborate with other departments for process improvements.
• Foster high morale with fair application of policies.
• Resolve process-related escalations and issues.
• Be trained and certified in all handled processes.
• Provide production support when needed.
• Other duties as assigned.

Kenntnisse

Leadership

Performance management

Data analysis

Coaching

Communication

Interpersonal skills

English proficiency

Time management

Problem solving

Ausbildung

Bachelor's Degree

Jobbeschreibung

Job Description

The Team Leader is responsible for providing administrative, analytical, and business support for the Consultative Analytics (CONAN) Team of Crawford's Global Business Service Center. This team is composed of technical, analytical, and knowledge-based workers.

Responsibilities

• Acts as on-duty supervisor and first point of contact for the team
• Provides visibility of daily or monthly data to assist the team with performance management.
• Completes, documents, and provides timely and accurate feedback on performance.
• Ensures proper standard operating procedures (SOP) and protocols are followed.
• Provides feedback to TMS training requirements and provides appropriate training as needed
• Performs staff scheduling and provides recommendations regarding adequate staffing levels.
• Documents all staff complaints and assists in resolution.
• Completes administrative tasks as deemed necessary or as required.
• Ensures data maintenance of tools/platforms/ systems in relation to the processes of the business unit.
• Monitors team performance to ensure service level agreements (SLA) and internal key performance indicators (KPI) are met.
• Informs immediate superior regarding problems and other matters beyond the limits of authority.
• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.
• Direct the team to ensure high-quality service delivery.
• Communicate expectations, assignments, and responsibilities clearly and professionally in relation to business needs.
• Guide, engage, and motivate team members.
• Attend scheduled training programs and lead/facilitate depending on business needs.
• Identifying individual shortcomings of team members and helping them through customized coaching.
• Provide recommendations in relation to team development needs to Team Managers.
• Provides recommendations in the hiring and promotion of team members.
• Collaborate with other departments for process improvement that will increase productivity with high-quality standards.
• Fosters an atmosphere of high employee morale through an active, fair, and consistent application of policies and procedures.
• Resolves process-related escalations/concerns/issues.
• Required to be trained and certified in all handled processes
• Provides assistance to production when needed
• Other duties and projects as assigned.

Qualifications

• Bachelor's Degree (Four-year college course).
• At least two (2) years equivalent work experience as team lead.
• Ability to develop, implement and assess performance metrics.
• Proven record of boosting team performance and employee retention rates.
• Advanced computer skills and ability to work well under pressure individually and as part of a team.
• Responsible, calm and are able to plan and prioritize his/her work and other people's daily activities.
• Excellent communication and interpersonal skills with people at all levels.
• Proficiency of the English language, both in verbal and written.
• Strong customer orientation, active listening, and excellent phone handling skills.
• Demonstrates analytical thinking and effective conflict resolution skills.
• Ability to implement standards and procedures for security and performance management.
• Ability to multi-task, prioritize and manage own work and others' effectively.
• Demonstrate leadership with capability to motivate and inspire.
• Demonstrates initiative and implements changes to drive operational effectiveness and efficiency.
• Interpersonal skills - Ability to work independently and as a team member.
• Keen attention to details with regards to own work and of team members.
• Maintains high degree of professionalism and confidentiality.
• Ability to work all overtime holidays and weekends when operational requirements necessitate.
• Ability to make decisions in accordance with operating policies and practices.
• Must be able to work well unsupervised as well as supervise others, follow verbal and written instructions, work independently and pay close attention to details.