Team Leader (RI/PSC)

• Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.

• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team's performance. Performs administrative duties for the team (i.e. payroll templates).

• Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

• Direct line management for Helpware with a size of 10-15 agents.

• Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.

• Regularly review and analyze performance to drive effectiveness and address areas for opportunities.

• Ensure that agents have an understanding of the company's mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.

• Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.

• Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.

• Must have excellent time management skills.

• Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks

• Must have excellent project management skills and client management.

• Minimum of 2+ years experience preferably in the BPO industry or in the same capacity with excellent experience in people and client management.

• Proven work experience as a team leader or supervisor.

• In-depth knowledge of performance metrics.

• Excellent communication and leadership skills.

• Organizational and time-management skills.

• Excellent decision-making skills.

• Must be amenable to work on graveyard and shifting schedules.

Helpware