Team Leader

The CBE Group, Inc.; Philippines; Sur place; PHP 334 800 - 558 000; Plein temps

Résumé du poste

The CBE Group, Inc. is seeking a TEAM LEADER for VZ Fraud in the Philippines. This role involves overall responsibility for managing a team of 15-25 associates, driving performance, and ensuring compliance with client and company standards.

The ideal candidate will have management experience, excellent communication skills, and the ability to work flexible hours. Responsibilities include coaching, training staff, and monitoring day-to-day operations to meet revenue goals and quality standards.

Qualifications

• Minimum of 1–2 years of previous management experience in a call center or fast paced environment.
• Experience managing a team of 15–20 associates.
• Proven experience with coaching & performance management.

Responsabilités

• Manage the day-to-day operations of a centralized collection unit.
• Develop staff to drive performance and meet KPIs.
• Coach and train staff through call monitoring.

Connaissances

Coaching & performance management

Excellent verbal and written communication skills

Familiarity with technology

Ability to work flexible schedules

Formation

Bachelor’s Degree recommended

Outils

MS Word

Excel

Description du poste

Purpose of the Position

The TEAM LEADER – VZ FRAUD PH has overall responsibility for the group of employees assigned to them. The TEAM LEADER – VZ FRAUD PH is accountable for their team’s daily performance and staff development. This includes managing all staff activities, such as attendance, call volumes, daily production goals, and ongoing training. The TEAM LEADER – VZ FRAUD PH will provide the leadership necessary to meet established goals and support the company’s core values. The TEAM LEADER – VZ FRAUD PH must have a strong working knowledge of their specific department’s programs and their client’s policies and procedures.

Education and Experience Preferences

• Bachelor’s Degree recommended but not required.
• Minimum of 1–2 years of previous management experience; preferably in a call center or fast paced high volume environment.
• Experience managing a team of 15–20 associates.
• Previous management experience in the following areas (all or any): call center, collections, sales, Fraud and/or customer service preferred.
• Proven experience with coaching & performance management, decision making, driving results, and interviewing.
• Excellent verbal and written communication skills.
• Ability to work flexible schedules to include nights, weekends, and/or holidays.
• Familiarity with technology, including general business tools such as e‑mail, MS Word and Excel, as well as collection‑specific or customer service systems.

Duties and Responsibilities

• Manage the day‑to‑day operations of a centralized collection unit, typically 15–25 collectors.
• Develop and assist staff to drive performance to meet or exceed key performance indicators (KPIs), revenue goals, quality/compliance standards, and to remain compliant with client and company requirements and expectations.
• Coach and train staff through call monitoring that is completed remote or side‑by‑side and provide effective feedback.
• Responsible for managing their team and executing in the following areas related to Customer Experience:
• Call Monitoring Requirements that will be set based on internal and client expectations.
• Net Promoter Score results at the team and individual level as required by the clients.
• Quality Assurance and Compliance Scorecard results as established by internal and client expectations.
• Monitor staffing levels to ensure alignment with expectations, partnering with the Manager or Director of Operations as soon as trends are recognized.
• Manage staff PTO to ensure appropriate coverage at all times.
• Schedule adherence, availability and agent/team productivity.
• Assist employees in developing and executing exceptional negotiation skills by utilizing all available company tools as well as one‑on‑one and group sessions.
• Provide input for development as well as ensure the tactical execution of the following areas (as a minimum): Process Improvements with focus on operational efficiency; Client Expectations; Process Controls; Performance Management and administering performance appraisals; Make recommendations for pay increases, promotions, and terminations; Incentive and Compensation Plans; Development of staff.
• Review existing daily reports, analyze and develop action plans for associates, and coach and train associates to meet and exceed those expectations.
• Complete any reports, including call production, accounts worked, payroll, attendance, contest participation or other internal paperwork accurately and on time.
• Ensure that client requirements regarding portfolio management, work standards, settlements, and other special handling are met.
• Participate in client site visits as required.
• Other duties and responsibilities as assigned by their Operations Manager or Director.

Core Requirements

• Must be able to perform the essential job duties of the position.
• Must be able to remain in a stationary seated position up to 85% of the work shift.
• Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
• Must be able to exchange accurate information with co‑workers, consumers and/or clients or vendors who have work‑related inquiries.

Accountability/Measurement

• Revenue and Profit Contribution by Portfolio.
• Measurement: Profit contribution.
• Audit performance (Internal / external).
• Staff Turnover Compliance.
• Other measurements as developed and approved.

Organizational Measurement

• Positive image with clients, vendors, prospective clients and staff.
• Good working relationship with other CBE personnel in other divisions and subsidiaries.

Legal and Equal Opportunity Statement

CBE Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.