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Team Lead II

ROLE SUMMARY

As a Team Lead II, you will be responsible for managing service delivery staff alongside an Operations Manager. Your primary focus will be executing business processes that support our clients, ensuring that all client deliverables are met and that organizational standards are upheld. Additionally, you will be responsible for coordinating key functions to effectively meet the needs of our clients.

This role requires exceptional critical thinking skills, a dedication to service excellence, and a strong attention to detail. Successful candidates have extensive experience managing multiple clients simultaneously and leading diverse teams. We are seeking an assistant manager or entry level manager with experience in large BPO, shared services, or similar companies, who is familiar with client-focused orientation.

This opportunity is not suitable for current team leaders with less than 3 years of experience or those who have limited experience to single line of business, campaign, or large client.

SCHEDULE: 9 AM – 6 PM Pacific Standard Time, Follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Coordinate and supervise daily/weekly/monthly activities of team members

·       Understand the business, priorities, and agenda of clients to manage the day-to-day operations

·       Monitor performance metrics and ensure delivery of targets/goals

·       Coordinate work activities with the operations manager

·       Identify and resolve operational problems using defined processes, expertise, and judgment

·       Comply with reporting requirements of each team handled

·       Provide coaching, feedback, and annual performance reviews

·       Conduct training needs analysis in collaborating with the operations manager

·       Participate in creating training programs and developmental opportunities for direct reports

·       Monitor and impose compliance to company policies and procedures

·       Facilitate formal corrective action in collaboration with HR

·       Comply with the terms and conditions of the employment contract, company policies and procedures, and all directives (such as but not limited to, change in teams and/or work shifts, policies regarding flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment)

QUALIFICATIONS

·       Bachelor’s degree holder

·       Seasoned leader (assistant manager level) w/ at least 5 years people management experience

·       In-depth knowledge of performance metrics

·       In-depth knowledge of project management principles

·       Ideally process improvement trained (ex. Six Sigma, Lean, etc.)

·       Ideally had experience handling technical roles (ex. IT helpdesk, QA testers, software developers)

·       Technical savvy and have the propensity to learn new technology or platform in a short period of time

·       Strong organization, oral and written communication skills

·       Aptitude in data management, analytics, reporting preparation

·       Uncompromising professional standards and integrity