Team Leader | Financial Account | Clark

Team Leader role at Clark Freeport managing team performance on Customer Experience metrics, coaching employees, managing attendance and attrition, and acting as client advocate in a BPO setup.

Responsibilities

Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans; Address team-level variation through targeted coaching for outliers and involvement in Continuous Improvement activities; Complete weekly deliverables including coaching compliance (RCAs and action plans), weekly audit requirements, call scrubbings, and team attendance infraction insights; Provide ideas to help the client improve their product, business, processes and/or policies; Present team performance to clients as needed; Address team attendance and attrition through relationship building and removing barriers that affect People Metrics; Improve employee morale; Set up accountability discussions on attendance and performance challenges; Report potential red flags on employee retention and partner with Operations Manager on stay interviews; Keep employees informed of internal and external updates; Have team participate in site and program employee engagement activities; Come up with team-level mini engagement activities to boost morale

Requirements

At least 2 years of experience as a Team Leader/Team Manager in a BPO setup; Be able to work in MS Office; Be able to work in a fast-paced environment; Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player; Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements; Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner; Amenable working onsite in Clark, Pampanga

Nice to have

Banking and financial background