Team Lead

Crawford & Company; Manila; On-site; PHP 558,000 - 893,000; Full time

Job summary

Crawford & Company is seeking a team lead in Manila to supervise the team, manage performance data, and ensure SOPs are followed. The role emphasizes training, staffing recommendations, and coaching to boost performance and service quality.

Candidate should have a Bachelor's degree, 2+ years as a team lead, and strong English communication skills. The position requires ability to multi-task, handle overtime, and collaborate with other departments to improve processes.

Qualifications

• Bachelor's Degree (Four-year college).
• At least two years' equivalent work experience as team lead.
• Certificate in Team Leading.
• 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.
• 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.

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 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 required.
• Ensures data maintenance of tools/platforms/systems in relation to processes.
• Monitors team performance to meet SLA and KPI targets.
• Informs superior about problems beyond authority, monitors training uptake and needs.
• Directs the team to ensure high-quality service delivery.
• Communicate expectations, assignments, and responsibilities clearly.
• Guide, engage, and motivate team members.
• Attend scheduled training programs and lead/facilitate as needed.
• Identifying individual shortcomings and coaching accordingly.
• Provide recommendations on team development to Team Managers.
• Provide recommendations in hiring and promotion decisions.
• Collaborate with other departments for process improvement.
• Fosters high morale through fair policy application.
• Resolves process-related escalations/issues.
• Must be trained and certified in all handled processes.
• Provides assistance to production when needed.
• Validates Audit Quality reports and resolves escalations.
• Other duties and projects as assigned.

Skills

Team Leadership

Performance Metrics

Communication

Coaching

Problem Solving

Multitasking

Customer Orientation

Training

Education

Bachelor's Degree

Certificate in Team Leading

Job description

Job Description:

Job Description

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
• Validates Audits Quality reports being sent by Training & QA and resolves escalations
• 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.
• Certificate in Team Leading.
• 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.