Team Lead

Crawford & Company Broadspire (Philippines), Inc.; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Crawford & Company Broadspire (Philippines), Inc. is seeking a Team Leader to manage day-to-day planning, implementation and problem-solving for the team. The role focuses on mentoring non-technical staff and driving holistic performance growth.

Responsibilities include data visibility, performance feedback, SOP compliance, staffing decisions and process improvement to reach SLA and KPI targets while maintaining quality service delivery.

Qualifications

• Bachelor's Degree or equivalent required.
• At least two years of experience as a team lead.
• Certificate in Team Leading is required.
• Ability to develop, implement and assess performance metrics.
• Excellent communication and interpersonal skills.
• Proficiency in English, written and verbal.
• Strong customer orientation and conflict resolution skills.
• Ability to multi-task and prioritize.
• Demonstrates leadership and motivates others.
• Willingness to work overtime, holidays and weekends as needed.

Responsibilities

• Acts as on-duty supervisor and first point of contact for the team.
• Provides visibility of daily/monthly data to assist performance management.
• Completes, documents and provides timely feedback on performance.
• Ensures SOPs and protocols are followed.
• Trains and mentors staff; assists in development.
• Schedules staff and assesses staffing levels.
• Documents staff issues and assists in resolution.
• Maintains data across tools and systems.
• Monitors SLA and KPI attainment.
• Escalates issues to supervisor as needed.
• Directs team to deliver high-quality service.

Skills

Leadership

Team management

Performance metrics

Coaching

Communication

Customer service

Education

Bachelor's Degree

Certificate in Team Leading

Job description

• Locations 22nd floor Twenty Four Seven McKinley Building, Manila, 1634, PH

Job Description

The Team Leader is responsible for managing day-to-day planning, implementation and problem-solving to ensure their team achieves their daily goals in production or service. Responsible for mentoring and assisting the assigned non-technical team with daily operational tasks and holistic performance growth and development.

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.