Senior Team Lead

HIGHLIGHTS

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

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SENIOR TEAM LEADER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for a Senior Team Leader to be part of our team.

• This role is responsible for managing a cluster of 4 to 6 Team Leaders, supporting a workforce of 60 to 90 FTEs. This role ensures that the cluster meets and exceeds overall scorecard targets, drives attendance and attrition management, monitors queue management and utilization, and ensures coaching compliance. Additionally, the Senior Team Leader is responsible for moderating QA calibration variance, implementing organizational processes, and holding team members accountable for their performance.

MAIN RESPONSIBILITIES

Cluster Performance Management

• Drive the cluster to achieve and exceed overall scorecard metrics, including productivity, quality, and SLA adherence.
• Analyze and address performance trends, identifying opportunities for improvement.
• Monitor queue performance, ensuring efficient allocation of resources and minimal delays.
• Ensure high utilization rates by balancing workload and maintaining employee engagement.

Team Leadership and Support

• Supervise 4 to 6 Team Leaders, providing guidance, mentorship, and support to achieve cluster objectives.
• Conduct regular performance reviews with Team Leaders and provide actionable feedback.
• Serve as a role model, demonstrating professionalism, accountability, and commitment to organizational goals.
• Ensure that directives, processes, and changes are effectively communicated and implemented across the cluster.

Attendance and Attrition Management

• Track and manage attendance within the cluster, ensuring adherence to company policies.
• Identify and address the root causes of absenteeism and attrition to improve retention.
• Develop engagement strategies to foster a positive work environment and reduce turnover.

Coaching and Quality Assurance

• Ensure coaching compliance within the cluster, conducting regular audits of coaching sessions.
• Drive quality improvement initiatives by moderating QA calibration sessions and addressing variances.
• Work with Team Leaders to develop tailored action plans for agents requiring performance improvement.

Accountability and Reporting

• Hold employees accountable for meeting performance standards and company policies.
• Prepare and present cluster performance reports to the Operations Manager, highlighting achievements and areas for improvement.
• Collaborate with cross-functional teams to address operational challenges and implement solutions.

REQUIREMENTS

• 5+ years of experience in a BPO setting, at least 2 years in a Team Lead or Sr. Team Lead role
• Background in Customer Service and/or Healthcare; experience supporting U.S. accounts (e.g., legal, healthcare, finance, or customer support) is an advantage
• Above-average communication skills with strong leadership and client-facing abilities
• Strong coaching, analytical, and conflict-resolution skills
• Proficient in performance monitoring tools and reporting platforms
• Comfortable coordinating with cross-functional teams, including IT, People Operations, and Client Services
• Amenable to handling both leadership responsibilities and individual contributor tasks as needed
• Ability to support and provide coverage for team functions during staff absences to ensure continuity of operations and meet client requirements
• Willing to be trained in handling Reception calls, Intake, and Case Management tasks
• Must be able to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City