Team Lead

Nityo Infotech Inc.; Makati; Hybrid; Full time

Job summary

A leading service provider in Metro Manila is seeking a Service Center Supervisor to manage daily operations and lead a high-performing team. Responsibilities include overseeing associates, managing workflows, and ensuring client satisfaction. Candidates should possess 3-5 years of relevant experience and strong communication and leadership skills. This role offers a hybrid working setup, requiring 3 days on-site and 2 days remote.

Qualifications

• 3-5 years of experience in customer service or related fields.
• 2-3 years of supervisory or mentoring experience.
• Proven proficiency in managing client issues.

Responsibilities

• Oversees day-to-day activities of associates and service level metrics.
• Establishes goals and provides feedback to associates.
• Identifies areas for process improvement and solicits feedback.

Skills

Customer service

Effective communication

Interpersonal skills

Time management

Conflict management

Education

Graduate of business administration/management, accounting or related disciplines

Tools

PC applications

Job description

Job Description

Working Setup: Hybrid (3 days RTO; 2 days Remote)

Working Schedule: Graveyard Shift

JOB RESPONSIBILITIES

This role is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. Has significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and maintain a high level of associate engagement and client/participant satisfaction.

• Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics. (30% of time)
• Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities.
• Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. (20% of time)
• Achieves objectives for associate engagement and turnover. (20% of time)
• Collaborate with other internal departments to ensure service objectives are met. (15% of time)
• Identifies areas in need of process improvement and solicits feedback from associates on service improvements. (5% of time)
• Creates a high-performance team environment that supports/reinforces associate development and retention.
• Provide periodic performance feedback and conducts annual performance reviews.
• Responsible for recruitment, selection, hiring, compensation management, and performance management of the staff.
• Assists in determining the team's training requirements.
• Ensure timely and effective training is delivered to enhance skills of the team. (10% of time)

QUALIFICATIONS

• Graduate of business administration/management, accounting or other related disciplines. (Highly Preferred)
• 3-5 years customer service, benefits administration, payroll, HR or related experience. (Required / Highly Preferred)
• 2 -3 years SME, mentor or supervisory experience (Required)
• Proven proficiency in prioritizing critical client issues and managing workflow. (Required)
• Proficiency in the use of PC applications. (Required)
• Working knowledge of payroll and benefit administration is helpful. (Highly Preferred)
• Effective oral and written communication skills required.
• Strong interpersonal, conflict management and mentoring skills.
• Effective time management skills, organization, and planning required