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Careers at OBP

Team Leader


SALARY:  up to 35,000

The Team Leader serves as mentor and coach to the staff on the floor and acts as the first point of escalation for client-specific issues.

Responsibilities

  • Supervise the day-today operation of a team of 18-20 staff
  • Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
  • Support and develop staff to improve efficiency and performance of the team
  • Analyze agents’ performance and develop action plan, key projects and initiative to bridge gaps
  • Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues
  • Motivate and coach team members on effective use of process and procedures
  • Maintain coaching logs and audits for documentation and reporting
  • Drive and track process parameters critical to quality and process
  • Attend regular meetings with the Management Team and clients
  • Proactively contribute ideas and give timely feedback to the Management Team
  • Submit weekly and monthly report to the client and Team Manager
  • Disseminate client-specific information in a timely manner
  • Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes
  • Support the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit
  • Address agents’ needs and concerns, performance and motivation issues and conflicts
  • Interact with external clients and the Management, in the absence of the Team/Operations Manager
  • Drive a positive and healthy working environment

Requirements

  • Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's/College Degree in any course
  • With at least 2 SOLID years of working experience in the same role is required for this position
  • Demonstrated ability to coach, motivate and provide performance feedback
  • Knowledgeable in conflict resolution and disciplinary methods
  • Proven ability to identify opportunities for process improvements
  • Exhibit understanding on workforce management and staffing
  • Demonstrate ability to develop and implement process improvement initiatives
  • Possess strong organizational, interpersonal and time management skills
  • Proven experience in adapting to and leading change
  • Has effective written and oral communication skills
  • Willing and able to work on a shifting schedule and holidays
  • Proficient in a Microsoft Office Environment specifically Word, PowerPoint and Excel
  • Applicants must be willing to work in Ortigas

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