Team Lead

Transcom; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Free Shuttle Service

Job summary

Transcom Pasig is seeking an experienced Team Leader to drive Advanced Support for our FinTech campaigns. You will lead CSR teams, manage quality, and align performance with client and company goals to deliver excellent service.

As a leader, you will coach, provide actionable feedback, set clear targets, and ensure consistent payroll and performance outcomes, while promoting teamwork and client collaboration in a fast-paced environment.

Qualifications

• Experience as a senior Team Leader or equivalent in operations management.
• FinTech experience is a plus.
• Strong leadership, communication, and feedback skills.

Responsibilities

• Lead and develop CSR teams to meet client targets and quality standards.
• Review performance data and drive improvements to maximise productivity.
• Set team targets, monitor adherence, and manage payroll-related priorities.
• Conduct appraisals and coaching to foster growth and engagement.
• Maintain client relationships through meetings and calibration sessions.

Skills

Leadership

Team management

Performance metrics

Communication

Coaching

Feedback

FinTech experience

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Advanced Support Team Leader (FinTech Campaign) for our Transcom Pasig site.

Join our Transcom Family as a Team Leader!

The Team Leader (TL) is directly responsible for managing product knowledge, profitability, quality, and effectiveness for his/her team. His/her daily activities primarily focus on effective leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction. This especially includes the developing competencies of the CSRs and ensuring that behaviors are in alignment with the Transcom goals.

People:

• Promote communication and be open to feedback.
• Keep motivation high by adapting the leadership style to individual needs.
• Create an environment conducive to success by promoting and recognizing initiatives.
• Ensure high employee satisfaction and attendance.
• Promote teamwork and cooperation amongst team members and colleagues.
• Lead by example.
• Take full responsibility and the required action on disciplinary procedures. Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund.

Performance:

• Understand and meet production targets for different clients/projects.
• Review and evaluate performance reports.
• Meet production targets for the team.
• Set up individual targets for each CSR and skill level.
• Follow up on production targets for the team, CSR, and skill level.
• Take full responsibility for team results.
• Set priorities, within the TWW standards, in order to maximize own time management.
• Propose and promote motivational activities.
• Prepare and conduct appraisals.
• Utilize the Coach to identify your successes.
• Schedule Adherence must be reviewed daily to avoid payroll anomalies.
• Understand how operational decisions impact financial performance of the campaign.
• Build client relationships by participating in Client meetings and calibration sessions.

Quality:

• Have a clear understanding of quality expectations, following our Quality workflow.
• Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations.
• Be a specialist in quality observation and evaluation.
• Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation.
• Monitor with Clients as scheduled.
• Provide continued teaching and coaching in order to reach set goals.
• Follow up on quality goals for the team, CSR, and skill level.
• Spend the appropriate time handling calls or chats to enhance personal knowledge and skillset on product

Additional Specific Duties & Responsibilities:

• Be actively involved in problem-solving and propose improvements to processes.
• Implement and respect TranscomWW standard practices.
• Conduct yourself in a manner consistent with the values of the organization.
• Drive and foster a performance culture.
• Make Transcom an enjoyable place to work.
• Show leadership by developing people

What we are looking for:

• Experience as a Sr Team Leader, Associate Manager, Intern Operations Manager or Operations Manager
• FinTech experience is a plus
• With leadership experience and good effective feedback skills
• Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes.
• Have worked in a performance driven environment
• Promote communication and be open to feedback.
• Keep motivation high by adapting the leadership style to individual needs.
• Create an environment conducive to success by promoting and recognizing initiatives.
• Ensure high employee satisfaction and attendance.
• Promote teamwork and cooperation amongst team members and colleagues.
• Lead by example.
• Take full responsibility and the required action on disciplinary procedures.
• Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.