Team Manager - Clark, Pampanga
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SCOPE OF JOB: Team managers are responsible for the day-to-day activities and guidance of their team members. The team manager sets targets, implement guidelines, and assist with any issues the employees may have. A team manager has to ensure that all members understand the team’s objectives and work together to achieve it. Constant monitoring by the manager helps to ensure that everyone is working towards the same goal.
A team manager may use certain principles to manage the team. One such is the SMART principle. Team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely. A team manager will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary.

 

Main Duties and Key Responsibilities:

  1. Directly manages the performance, attendance, and behavior of the team leaders the roll up to them. This applies to rank and file ninjas belonging in teams that do not have an assigned team leader.
  2. Indirectly manages the performance, attendance and behavior of the ninjas working in the programs assigned to them.
  3. Conducts daily/weekly/monthly quality audits of team members work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real time side-by-side monitoring, etc.
  4. Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficient and quality performance results including periodic updates we receive from our clients
  5. Identifies and develops your top-rated ninjas to be the next leaders of the company.
  6. Analyzes reports through raw data in line with performance or quality and develops action plans to address identified deficiencies of the team.
  7. Identifies individual and team gaps and takes corrective actions as needed following business standard practices.
  8. Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice.
  9. Develops, manages, and monitors clients’ KPIs and drives the team to work in meeting and exceeding the expectations of clients.
  10. Takes calls, answers chats or email sessions, processes photo or content moderation, or other assigned support to meet service level objectives.
  11. Communicates to clients all staffing-related issues, service disconnects, or other account-specific concerns that may have impact in production or in delivering quality of service to our customers in the absence or unavailability of their Operations Manager or Client Services Leader.
  12. Monitors and observes the ninjas behaviors while on production floor and to be agile in escalating to HR any deviations for progressive discipline.
  13. Creates or formulates employee engagement activities to drive team’s overall performance – productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate.
  14. Participates in hiring and selection process to ensure the right ninjas meet our clients’ profiling requirements.
  15. Partners with HR Department to ensure that company policies are observed by all employees and to make proper recommendations through incident reporting in subjecting erring employees to progressive discipline.
  16. Calibrates and coordinates effectively,efficiently, and clearly with Recruitment, Training, Office Services, and IT to ensure on-boarding and maintenance of team members is seamless
     

 

Qualifications:

  1. Management and/or call center experience preferred.
  2. 2+ years related experience and/or training; or equivalent combination of education and experience.
  3. Experience in budget, forecasts and expense management desired.
  4. Assertive self starter who can work independently, yet function in a team environment.
  5. Excellent organization, planning, time management and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
  6. Ability to lead and supervise in a fast paced, rapidly changing environment while managing multiple priorities.
  7. Ability to manage a diverse workforce.
  8. Applicants should be Filipino citizens or hold relevant residence status.