Team Lead, Operations & Performance Coach

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

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.