The Team Leader ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company mission, vision, and core values. The Team Leader reports to the Director of Operations.

CORE RESPONSIBILITIES:

• Teach the ClearSource model for leadership training to new leaders and regularly review this model with all leaders under management.
• Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff.
• Conduct a weekly one-on-one meeting/coaching with each direct report leader to:
• Review and discuss the progress of their team (People Analyzer)
• Ensure alignment of mutual expectations
• Assess and improve job satisfaction
• Perform root cause analysis and resolution of issues
• Identify opportunities to recognize good performance
• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews
• Monitor onboarding and offboarding practices to ensure they follow the company’s standard processes for such activities.
• Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill.
• Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
• Review all disciplinary actions to ensure alignment with principles taught in the company’s leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
• Handle the resolution of client requests and escalations in a timely manner.
• Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy).

• Bachelor’s Degree
• At least 6 months of BPO Team lead / SME / Project Supervisor experience is a must
• Excellent level of English communication skills
• With at least 25Mbps internet speed
• Can work on shifting schedule