TEAM LEAD - Customer Service (multi-channel)

Eastvantage Business Solutions Inc.; Eastern Manila District; On-site; PHP 600,000 - 900,000; Full time

Job summary

Eastvantage Business Solutions Inc. in the Philippines seeks a Team Manager to supervise Student Enrollment Assistants or Admissions Support, ensuring service levels are met and data integrity is maintained.

You will coach, mentor, assign tasks, escalate issues to the Senior Team Leader, participate in meetings, and develop scorecards to drive performance improvements. The role requires strong leadership, communication, and the ability to manage workload while fostering a positive work

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• Minimum of two years in a supervisory or team lead role in BPO (omni-channel) preferred.
• Experience in student enrollment or related environment advantageous.
• Proficiency in reporting and data management software.

Responsibilities

• Lead and oversee a team of Student Enrollment Assistants or Admissions Support.
• Provide regular coaching and mentoring to enhance skills, confidence, product knowledge, and communication.
• Enforce data integrity protocols and ensure accurate record-keeping.
• Assign tasks effectively to optimize workflow and meet deadlines.
• Escalate critical issues to the Senior Team Leader promptly.
• Participate in departmental and company meetings.
• Support and mentor ASOs to improve performance.
• Develop and issue employee scorecards and plan improvements.
• Manage staff corrective actions and attendance decisions.
• Collect and resolve employee concerns across departments.
• Generate and manage operational reports.

Skills

Leadership

Coaching

Communication

Performance management

Data integrity

Mentoring

Decision making

Organization

Education

Bachelor's degree or equivalent

Tools

Excel/Reporting tools

Data management software

Job description

Role Overview:

As a Team Manager, you will play a pivotal role in supervising and guiding your team members. Your primary responsibilities will include ensuring that service level commitments are met, coaching team members to enhance their skills and performance, and maintaining high standards of data integrity. You will also handle performance management, address employee concerns, and contribute to continuous process improvement. Your leadership will be key in fostering a positive and productive work environment.

Responsibilities:

• Lead and oversee a team of Student Enrollment Assistants or Admissions Support, ensuring they consistently meet service level commitments and performance targets.

• Provide regular coaching and mentoring to enhance team members' skills, confidence, product knowledge, and communication.

• Enforce and maintain data integrity protocols to ensure accurate and consistent record-keeping.

• Assign tasks effectively to team members, optimizing workflow and ensuring timely completion of tasks.

• Ensure that critical and urgent issues are communicated promptly to the Senior Team Leader.

• Actively participate in departmental, company, and other relevant meetings.

• Support and mentor both new and existing Student Enrollment Advisors or ASOs to enhance their performance and professional development.

• Develop and issue employee scorecards, identify performance improvement areas, and create actionable plans to drive enhancement.

• Manage staff corrective actions, including incident reporting, issuing notices, following up on explanations, evaluating business impact, and attending administrative hearings for terminations.

• Review and make decisions regarding employee attendance notifications.

• Collect, address, and resolve employee concerns across various departments.

• Generate and manage operational reports, including attendance, action items, and notifications.

• Recommend and implement improvements to existing metrics and processes to enhance efficiency and effectiveness.

• Foster a positive, motivating work environment that engages and inspires the team.

• Perform any other duties as assigned by the supervisor or management.

Skills and Qualifications:

• Bachelor's degree or equivalent experience in a relevant field.

• Minimum of two years of supervisory or team leader role in BPO handling omni channels (voice, non-voice) accounts is preferred.

• Experience in student enrollment or a related environment is advantageous.

• Proficiency in relevant software and tools for reporting and data management.

• Strong understanding of performance management and corrective action processes.

• Demonstrated ability to lead, motivate, and manage a team effectively.

• Strong skills in coaching and mentoring to develop team members' abilities and performance.

• Excellent verbal and written communication skills.

• Proficiency in maintaining data integrity and accuracy.

• Effective delegation skills with the ability to manage team workload efficiently.

• Strong problem-solving abilities with the capacity to handle complex situations and make informed decisions.

• Excellent organizational skills with the capability to manage multiple tasks and priorities.

• Strong interpersonal skills to address and resolve employee concerns and build a positive work environment.

• High attention to detail and accuracy in reporting and record-keeping.

• Ability to adapt to evolving business needs and perform additional duties as required.