US Customer Service - TEAM LEAD

Eastvantage Business Solutions Inc.; Metro Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Eastvantage Business Solutions Inc. in Metro Manila is seeking a Team Manager to supervise a group of Enrollment Support staff, ensuring SLA commitments and strong performance. You will coach the team, manage data integrity, and drive continuous process improvements.

You will also handle performance management, address concerns, and participate in meetings to foster a positive, productive work environment. This role demands strong leadership, coaching, and analytical skills.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• Minimum two years in a supervisory or team-leader role in a BPO with omni-channel accounts.
• Experience in student enrollment or related environment is advantageous.
• Proficiency in reporting and data management software.

Responsibilities

• Lead and oversee a team of Enrollment Support staff, ensuring SLA commitments and performance targets.
• Provide regular coaching and mentoring to enhance skills, confidence and communication.
• Enforce data integrity protocols for accurate record-keeping.
• Assign tasks to optimize workflow and on-time completion.
• Communicate critical issues to Senior Team Leader promptly.
• Participate in departmental and company meetings.
• Mentor new and existing Advisors for performance improvements.
• Develop and issue scorecards and action plans for performance.

Skills

Team leadership

Coaching & mentoring

Data integrity

Performance management

Communication

Problem solving

Organizational skills

Delegation

Education

Bachelor’s degree or equivalent experience

Tools

Reporting tools

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.