Team Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 446,000 - 670,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Team Leader to supervise a group of call center associates, driving performance through coaching, motivation and accountability.

You will coach, monitor targets and SLAs, address performance issues, and communicate expectations while providing escalation support on calls.

Qualifications

• 1+ year BPO leadership experience.
• Excellent English communication, manages targets & SLAs.
• Skilled in coaching, performance reviews.

Responsibilities

• Promote effective coaching and communication and promote teamwork and cooperation.
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Communicate expectations to employees and provide timely updates and changes.
• Provide subject matter expertise in handling escalated customer calls as needed.

Skills

BPO leadership

English communication

Coaching

Performance reviews

Job description

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of associates.

Core Responsibilities

• Promote effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Communicate expectations to employees and provide timely updates and changes
• Provide subject matter expertise in handling escalated customer calls as needed

Qualifications

• 1+ year BPO leadership experience, strong in operations.
• Excellent English communication, manages targets & SLAs.
• Skilled in coaching, performance reviews, and on-site day shift ready.