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Senior Team Leader

Managerial / Supervisory
With Business Certificates
Established in 2003
1001-5000 Employees
7th Floor Avenir Building Archbishop Reyes St., Lahug, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: January 13, 2022
Job ID: 394532




Duties & Responsibilities

  • Monitor activities of Team Leads and staff to assess schedule adherence, accuracy, quality, productivity, timeliness and compliance with job requirements, policies and procedures. Report updates to management.

  • Provide basic on-the-job training for team leads and serve as a resource to address questions related to the policies, processes and procedures.

  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.

  • Conduct performance appraisals monthly, review QA audit findings and provide feedback an d guidance to team members when procedural errors are identified through the QA audit process.

  • Monitor call center calls and staff availability on phones via phone system software. Observe staff activity and direct Customer Service Representatives to go on “available”. Take phone calls as needed for coverage.

  • Serve as point-of-contact for complaints or complicated accounts. Assist in resolving issues with accounts that are challenging to Customer Service Representatives.

  • Handle elevated calls and respond to customers

  • Adhere to all company policies and procedures.

  • Adjust to the needs of meeting service level agreements under supervision of Manager.

  • Ensure training needs of team members are met. 

  • Successfully complete all client related training and keep record of the same.

  • Communicate all process and client changes to direct reports within specific timelines and keep record of such updates.

  • Act as a single point of contact for the assigned team members for all their job related needs and create a harmonious work environment.

  • Escalate performance related issues with respect to assigned team members to Managers on a timely manner (PIP).

  • Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable compliance requirements.


  • At least 3 - 5 years of Experience as a Team Leader

  • Graduate of a 4 year course

  • Excellent Leadership & Interpersonal relationship

  • Strong Process Management & planning skills

  • Proven process improvement experience

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