Company Overview

With 14 years of experience serving 100+ clients across all industries, Fusion BPO Services Group delivers world-class call center, outsourcing and customer care services from 9 global centers in USA, Canada, El Salvador, Philippines, Jamaica, Albania, UK and India.

At Fusion BPO we hire and train the best of agents. We have a professional group of agents dedicated to serve your business at any cost. Replete with advanced as well as cutting-edge technology and a global delivery model, our agents are capable of offering vertically integrated BPO services. Located in USA, Canada, India, Philippines, El Salvador, Albania and Jamaica, Fusion BPO Services is well equipped with a global delivery model that delivers services 24x7.

Job Summary

The Team Lead provides direction, instruction and guidance to a group of Dedicated Representatives, known as a team, for the purpose of achieving key results to rally behind organization’s goals and business objectives. He/she knows the team members’ strengths, weaknesses, and motivations to ensure job fulfillment while accomplishing the account’s desired outcomes.

Job Duties and Responsibilities:

These tasks are subject to change depending on the nature of service of the division/department or business direction.

Monitors team statistics for client-stipulated Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs) which may include either/all of the following: Attendance and Adherence, Quality Assurance (QA), Sales quotas/Conversion, Productivity, Call Handling Time, and/or Customer Satisfaction (CSAT)/Customer Service Index (CSI).
Familiarizes the team with customer needs, specifications, design targets, the development process, standards, technique and tools to support task performance.
Presents progress reports on their team’s performance, task accomplishment, issues and status to the program manager or to upper management.
Establishes meeting times and agendas to coordinate with other Team Leads, Account Supervisors, and Project Managers in response to operational issues and areas of improvement.
Communicates with client/s for account-specific standards, objectives, team activities, integration status, business progress, needed resources, escalated issues, logistics, project requirements, cost and schedule.
Obtains space, equipment, and communication lines for team members by coordinating with different departments such as: HR, Workforce and Training.
Collaborates with the Senior Team Lead/Accounts Supervisor/Program Manager and the HR team for agent recommendations by reinforcing corrective action.
Manages the process flow for daily operations to achieve service levels and client standards.
Supervises team members’ participation to ensure the training they received is translated effectively in Operations and if any additional training is needed.
Keep team members focused and on track by aligning their individual goals to the organization’s mission, vision and core values.

Minimum Qualifications:

Graduate of any 4-year course with at least 6 months supervisory experience in the BPO-IT sector or College Level with at least 1 year supervisory experience in the BPO-IT sector
Excellent interpersonal and English communication skills: Verbal and Written
Exceptional organizational skills for planning, strategizing, delegation, coaching, facilitation and negotiation
Proficient in basic software applications such as: Microsoft Office
Trained in Leadership and Management concepts through internal or external training agencies, similar experience and/or theoretical knowledge in:
- Basics of Management
- Performance Management
- Defining Behavioral Standards and Goals
- Defining Performance Goals
- Conflict Management
- Root Cause Analysis (RCA)
Able to maintain confidentiality, credibility and professionalism

JOIN US today and enjoy the following benefits:

· HMO with Dental coverage + 1 FREE dependent

· Exciting performance-based incentives

· Career development

· Life insurance program

· Vacation and family leave programs

· Quarterly team-building activities

· Familial environment

· Work location is located at Fuente Osmena, Robinsons Cybergate Cebu City

CEBU

Urgently Hiring: Team Leader for Sales Account! Apply now and EARN up to 35K!

5+ Years

With Business Certificates

Established in 2007

7th Floor, Robinson's Cybergate Cebu, Fuente Osmeña, Don Gil Garcia St., Capitol Site, Cebu City, Cebu

Posted On: January 13, 2023

Job ID: 419836

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