Senior Team Lead | Pioneer Cebu Team | Dayshift  

Position Overview

The Senior Team Leader will be mainly responsible for leading the Cebu Customer Care Team Leaders, to ensure our team is delivering a world-class customer experience and delighting our customers, clients and business partners at every touch point, ensuring the service is delivered within quality and production targets, in line with our vision, mission and brand values.

Position Objectives

1. Team Management

• Responsibility for the performance of the Team Leaders in your team.
• Managing, coaching, developing, and training the Cebu Customer Care Team Leaders in your team and assisting them with the same for their team members.
• Resolving Team Leader escalations and escalating to Manila Customer Care Manager appropriately.
• Addressing daily staff issues and concerns with your Team Leaders and the members of their team and raising to Manila Customer Care Manager if required.
• Ensuring workflow for emails, phones, and live chat is handled correctly and effectively.
• Ensuring the Customer Care team leaders are meeting and exceeding customer care objectives and key metrics on a daily basis.
• Monitoring each of the Team Leaders and their team’s attendance, tardiness, and break adherences.

1. Training & Development

• Managing the Quality Performance Improvement Plan (PIP) with the Team Leaders in your team.
• Managing the Productivity Performance Improvement Plan (PIP) with the Team Leaders in your team.
• Triad coaching with the Team Leaders and their agents.
• Leading any performance management issues for the Team Leaders in your team.
• Continuously keeping the Cebu Customer Care Team Leaders motivated at all times to ensure optimum performance from them and their teams.

1. Policy & Procedures

• Being a Subject Matter Expert (SME) for all processes within the Customer Care Team
• Ensuring all employee assessments are done correctly within the required time frames (consulting Team Leaders for the 3rd month assessment and the Manila Customer Care Manager for the 5th month assessment).
• Facilitate and manage the Cebu weekly huddles.
• Continuously improving processes and procedures in consultation with the management team of Customer Care.
• Monitor the TL Feedback Tracker and ensure feedback is provided to the necessary team members.
• Developing and maintaining a close relationship with the operations, content, campaign, marketing, finance and buying teams to solve day to day customer purchase and delivery issues.

1. Reporting

• Reviewing and commenting on the Team Leaders daily reports on the performance of their team members.
• Reporting daily to Manila Customer Care Manager on previous day’s statistics, issues and any major concerns for the Team Leaders or their agents.
• Ensuring Team Leaders take corrective actions were required to address variances or missed targets.

KPIs

• Improve attendance/availability.
• Improve quality/reduce errors.
• Increase productivity.
• Ensure email, phone, and live chat channels are properly handled and under control.
• Ensure team leaders are meeting and exceeding team metrics for the agents

• Bachelor's/College Degree in any field
• At least 2 years’ experience as a Team Leader in a Customer Care, preferably in a retail and ecommerce environment
• Excellent verbal and written English communication skills
• Experience in Philippine Labour, coaching and mentoring, and staff training
• Experience in forecasting and workforce management
• Must have good leadership skills and characteristics
• Must be able to come into the team and make solid headway in the process and operations
• Must be capable of bringing new skills and fresh ideas to the team
• Commitment to service and a flexible can-do attitude to respond to business needs
• Detail-oriented and able to multitask with strong administrative and organisational skills
• Self-starter who is energetic, enthusiastic and driven
• Able to work independently and as part of a team
• Willing to work in Cebu
• Shifting schedule including holidays and/or weekends
• Permanent Day Shift