IJP –Team Leader

Job Title:

IJP –Team Leader

Job Description

Team Leader – Retail Account | Abreeza, Davao City

Join us as a Team Leader in our Abreeza retail account. You will oversee daily operations, lead a dynamic team, and ensure exceptional customer service. Ideal candidates have experience in retail or customer service and possess strong leadership skills.

🎯 Roles and Responsibilities of a Team Leader

1. Team Management and Supervision

• Lead, manage, and supervise a team of customer service representatives, agents, or associates.
• Monitor daily attendance, schedule adherence, punctuality, and overall discipline.
• Allocate tasks and ensure team members understand their targets and responsibilities.
• Maintain team morale and create a positive, productive work environment.

2. Performance Monitoring

• Track individual and team performance against key performance indicators (KPIs) such as:
  • AHT (Average Handling Time)
  • CSAT (Customer Satisfaction Score)
  • FCR (First Call Resolution)
  • Quality Scores
  • Productivity
  • Attendance and Adherence
• Analyze performance reports and identify gaps, trends, and improvement opportunities.
• Conduct regular performance reviews and feedback sessions.

3. Coaching and Development

• Provide continuous coaching, mentoring, and guidance to team members.
• Identify training needs and coordinate with training or quality teams.
• Support new hires during onboarding, nesting, and transition to production.
• Develop action plans for underperforming employees and recognize top performers.

4. Operational Support

• Ensure smooth day-to-day operations and service delivery.
• Handle floor support, escalation management, and urgent customer issues.
• Coordinate with workforce management, quality, training, and operations teams.
• Ensure service levels and client requirements are consistently met.

5. Quality and Compliance Management

• Ensure agents follow company policies, client guidelines, and process requirements.
• Monitor calls, chats, emails, or back-office transactions for quality assurance.
• Promote compliance with data privacy, security, and regulatory standards.
• Address quality issues immediately and implement corrective actions.

6. Reporting and Documentation

• Prepare and maintain daily, weekly, and monthly performance reports.
• Document coaching sessions, attendance issues, disciplinary actions, and commendations.
• Share updates on team performance, risks, and operational challenges with management.
• Maintain accurate records for audits, reviews, and business reporting.

7. Customer and Client Focus

• Ensure the team delivers excellent customer service and meets client expectations.
• Resolve customer escalations in a timely and professional manner.
• Support initiatives to improve customer experience and service quality.
• Align team performance with client goals and business objectives.

8. People Engagement and Motivation

• Conduct team huddles, meetings, and one-on-one sessions.
• Motivate team members through recognition, encouragement, and engagement activities.
• Help build a culture of accountability, teamwork, and continuous improvement.
• Manage conflicts within the team and promote healthy communication.

9. Process Improvement

• Identify process inefficiencies and suggest improvements.
• Support implementation of new workflows, policies, or client updates.
• Encourage the team to share ideas for improving service, efficiency, and quality.
• Participate in calibration sessions and continuous improvement programs.

10. Escalation and Issue Resolution

• Act as the first point of escalation for agent concerns and customer complaints.
• Resolve operational issues affecting productivity or service delivery.
• Escalate unresolved issues to managers or support departments when needed.
• Ensure timely closure of team-related concerns.

🎯 Key Skills Required for a BPO Team Leader

1. Leadership Skills

• Ability to guide, influence, and support a team effectively.
• Strong decision-making and problem-solving capability.

2. Communication Skills

• Excellent verbal and written communication.
• Ability to provide constructive feedback and handle escalations professionally.

3. Analytical Skills

• Ability to interpret reports, metrics, and performance trends.
• Data-driven approach to improving team performance.

4. Coaching Ability

• Skilled in mentoring employees and improving performance.
• Able to develop action plans and conduct effective coaching sessions.

5. Time and People Management

• Strong organizational and multitasking skills.
• Ability to manage schedules, workloads, and priorities.

Location:

PHL Quezon City - UP Ayala TechnoHub Bldg F, 4th Flr

Language Requirements:

Time Type: