Team Leader | Solar Campaign
ClearSource
- Pasig City, Metro Manila
- Permanent
- Full-time
- Competitive salary
- Medical and dental Insurance (with free dependents)
- Group life insurance
- Paid time off (PTO)
- Outstanding career growth
- Passionate, energetic & innovative work culture
- Friendly, team-driven environment
- Skills and leadership development
- Work from Home
- Attend weekly one on one with their leader and implement decisions and execute resulting action items.
- Hold weekly one-on-one meetings with direct reports to:
b. Create accountability around their dreams and career goals.
c. Teach and assess their implementation of the ClearSource leadership training tools (the Role Definition, One-on-One, Coaching Process, People Analyzer, and Performance Self-Assessment).
d. Confirm attainment of the KPIs (Key Performance Indicators) outlined in their respective Role Definitions.
e. Follow up on commitments made.
f. Update your People Analyzer weekly and administer the Performance Self-Assessment to direct reports monthly.
- Conduct a weekly team meeting with direct reports to:
b. Perform root cause analysis and resolution of issues.
c. Identify opportunities to recognize good performance
- Maintain consistent focus on agent performance by:
b. Ensure accuracy of reports and provide analysis on Performance and Productivity related concerns (Attendance, Attrition, Productivity, End of day reporting, Quality, etc.).
c. Gather additional information as necessary to accurately assess performance such as performing an audit of customer interactions, etc.
d. Provide documented and recorded weekly coaching to agents using the 5-step coaching process with all necessary follow-ups on improvement opportunities ensuring adherence to ongoing attendance, performance coaching, and performance management processes.
e. Develop, implement, and ensure execution of all action items related to performance improvement opportunities, following all appropriate processes (I.e., attendance management, payroll updates, client communication, etc.)
- Provides accurate and timely assistance to your customers (I.e., employees, support staff and clients).
- Cascade and ensure understanding of information in an accurate and timely manner.
- Attend and participate in meetings/calibrations/upskill training assigned.
- Quarterly, review and update role definitions for direct reports.
- At least 2 years of college education
- Must have at least 3 years BPO experience, of which 2 years in a supervisory or team lead capacity
- Above average to excellent level of written and verbal communications skills
- Experience in training, coaching, and motivating team members
- In-depth knowledge of performance metrics
- Strong organizational and time-management skills
- Good analytical and structured problem-solving skills
- Possess a positive attitude with strong interpersonal and intrapersonal skills
- Thorough understanding of Microsoft Office Suite (Word, Excel, Outlook)