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Team Leader (Tele-interview)
Ref No.: 20-01319
Location: Taguig City, Metropolitan Manila
Team Leader, Asia Service Centre Philippines
Reports to: Operations Manager

Role Summary:
The Tele-Interview Team Leader provides a consistent excellent quality customer service experience for new life insurance customers who contact the Asia Service Centre Philippines by ensuring the TeleInterviewers and SMEs are motivated, coached, developed and skilled to meet the GBCCC ASCP SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the Operations Manager.

Main Accountabilities:
Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
Ensure a high retention of employees
Provide leadership, coaching, and mentoring to the SME/Interviewers to develop their competencies and position them for success
Analyze metrics and ensure in taking appropriate and timely action
Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
Champion the coaching model
Foster a work environment that values the people and encourages participation, creativity, learning and accountability
Responsible for employee recruitment in order to meet business objectives
Ensure team adopts and sustains change
Identify opportunities for process and system improvements
Communicate openly with team ensuring messages and initiatives are clearly understood
Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic
Interact directly with members, as required
Manage absenteeism/vacations as per the targets and policies
Participate in Projects as per the needs of the business

Qualifications/Competencies:
University degree, completed a medical-related course (Nursing, Med Tech, Pharmacy, Biology, etc)
With at least 5 years of work experience as a Team Leader
With experience handling or conducting a training class
With client management experience
Proven Customer Service Skills
Proven leadership capability and a strong results orientation
Ability to influence change through positive motivation
Capable of working in a structured and tactical management operating system
Strong coaching, leading and performance management skills
Able to Analyze, Identify improvement opportunities and build sustainable processes
Excellent change management skills
Strong communication skills (verbal and written)
Strong team player / team building skills
Strong IPR skills