Jobs

telospeople
telospeople

TEAM LEADER MENTEE JOB DETAILS

Position Overview:

The Team Leader Mentee will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

  • Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.
  • Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates).
  • Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
Specific Responsibilities:
  • Direct line management for Helpware with a size of 10-15 agents.
  • Manage Performance behavior through effective communication by doing regular team meetings, mentoring, and coaching.
  • Regularly review and analyze performance to drive effectiveness and address areas for opportunities.
  • Ensure that agents have an understanding of the company’s mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews.
  • Oversee effective implementation of staffing plan and schedule adherence in accordance with business needs within Helpware stakeholders.
  • Nurture a culture within the team that demonstrates alignment with leadership principles. One that is able to tie company decisions and to leadership principles and tenets.
  • Must have excellent time management skills.
  • Quick to adapt to a fast pace environment while working to learn quickly how to manage multiple tasks 
  • Must have excellent project management skills and client management.
  • Other tasks that may be assigned.
Work Environment:
  • As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic.  Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.

Apply for this Jobs