Team Lead

Crawford & Company; Iloilo; Vor Ort; PHP 360.000 - 600.000; Vollzeit

Zusammenfassung

Crawford & Company in Iloilo is seeking a Team Leader to provide administrative, analytical, and business support for the CONAN Team within Crawford's Global Business Service Center.

The role requires leading the team, monitoring SLA and KPI, coordinating training, and collaborating across departments to drive operational performance while maintaining data integrity and professionalism.

Qualifikationen

• 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.
• Excellent communication and interpersonal skills.
• Proficiency of the English language, both in verbal and written.
• Must be able to work overtime holidays and weekends when required.

Aufgaben

• 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 training requirements and provides appropriate training as needed
• Performs staff scheduling and provides recommendations regarding 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 business unit processes.
• Monitors team performance to ensure SLA and KPI targets are met.
• Informs superior regarding issues beyond authority.
• Monitors training effectiveness and identifies additional training needs.
• Directs the team to ensure high-quality service delivery.
• Communicates expectations clearly and professionally.
• Guides and motivates team members.
• Attends training programs and leads/facilitates as needed.
• Identifies individual shortcomings and provides customized coaching.
• Provides recommendations on team development and promotions.
• Collaborates with other departments for process improvements.
• Fosters high morale through fair application of policies and procedures.
• Resolves process-related escalations and issues.
• Trained and certified in all handled processes.
• Provides assistance to production when needed.
• Other duties and projects as assigned.

Kenntnisse

Team Leadership

Performance management

Analytical thinking

Communication

Conflict resolution

Independent worker

Leadership visibility

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.