Team Leader | US Amusement Account

Hexaware Technologies Phil. Branch; Taguig; Hybrid; PHP 502,000 - 781,000; Full time

Job summary

Hexaware Technologies Philippines is seeking a Team Leader for its call center operations. You will mentor a team, drive performance, and ensure adherence to SLAs while maintaining training plans and managing escalations. Strong English skills and shift flexibility are required.

As a leader, you will collaborate with management to mitigate risks, implement improvements, and deliver measurable efficiency gains across the operation.

Qualifications

• Must have at least 2 years of recent experience as Team leader in call center handling customer service accounts
• Have excellent leadership and communication skills
• Able to effectively handle escalations
• Strong analytical skills - create SMART action plans, problem solving and decision-making skills
• Team player – brings value to entire operations and business
• Advanced knowledge in Office applications – Word, Excel, Powerpoint
• Has sense of urgency and good judgment to be able to appropriately raise trends with clients, Operations management and stakeholders
• Amenable to working on shifting schedules
• Excellent English oral and written communication skills

Responsibilities

• Provide day-to-day operations support to a team
• Drive operational rhythm via regular coaching, team meeting, weekly and monthly performance review
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Management to highlight operational risks and areas for improvement
• Lead and inspire a team of customer care agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement

Skills

Leadership

Communication skills

Escalation handling

Analytical thinking

Team player

Office tools

Urgency and judgment

English proficiency

Shift scheduling

Tools

Word

Excel

PowerPoint

Job description

Essential Job Functions

• Provide day-to-day operations support to a team

• Drive operational rhythm via regular coaching, team meeting, weekly and monthly performance review

• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs

• Ensure training and development plans are maintained for all team members

• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

• Manage the fair and consistent application of performance management and disciplinary measures as necessary

• Support the Operations Management to highlight operational risks and areas for improvement

• Lead and inspire a team of customer care agents to deliver excellent levels of individual/team performance and customer satisfaction

• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

• Work with the management team to identify and deliver positive change and business efficiencies

• Escalate any appropriate problems to senior management

• Support the Senior Manager to highlight operational risks and areas for improvement

Prerequisite Skills:

• Must have at least 2 years of recent experience as Team leader in call center handling customer service accounts

• Have excellent leadership and communication skills

• Able to effectively handle escalations

• Strong analytical skills - create SMART action plans, problem solving and decision-making skills

• Team player – brings value to entire operations and business

• Advanced knowledge in Office applications – Word, Excel, Powerpoint

• Has sense of urgency and good judgment to be able to appropriately raise trends with clients, Operations management and stakeholders

• Amenable to working on shifting schedules

• Excellent English oral and written communication skills

• Willing to work onsite