ClearSource is a people-driven company focused on delivering exceptional customer experiences every day! We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource’s DNA and make us a great company to work for. We support all our people in helping them realize their greatest potential.
ClearSource is looking for an exceptional Team Leader who ensures smooth operations and effective team management. If you have the abilities with industry knowledge and experience in leading a team, driving performance, and achieving success within a fast-paced BPO environment while working in a company with a wonderful work culture, then this opportunity is for you!
This position will require someone who possesses strong leadership abilities, excellent problem-solving abilities, great conflict resolution skills and provides superior customer experiences.
Enjoy these outstanding perks and benefits:
- Competitive salary
- Medical and dental Insurance (with free dependents)
- Group life insurance
- Paid time off (PTO)
- Outstanding career growth
- Passionate, energetic & innovative work culture
- Friendly, team-driven environment
- Skills and leadership development
- Lives by and promotes the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy) Adherence to reporting deadlines.
- Attend weekly one on one with their leader and implement decisions and execute resulting action items.
- Hold weekly one-on-one meetings with direct reports to:
- Build relationships of mutual trust.
- Create accountability around their dreams and career goals.
- Teach and assess their implementation of the ClearSource leadership training tools (the Role Definition, One-on-One, Coaching Process, People Analyzer, and Performance Self-Assessment).
- Confirm attainment of the KPIs (Key Performance Indicators) outlined in their respective Role Definitions.
- Follow up on commitments made.
- Update your People Analyzer weekly and administer the Performance Self-Assessment to direct reports monthly.
- Conduct a weekly team meeting with direct reports to:
- Review production results.
- Perform root cause analysis and resolution of issues.
- Identify opportunities to recognize good performance
- Maintain consistent focus on agent performance by:
- Performing a daily review of all performance metrics by agent.
- Ensure accuracy of reports and provide analysis on Performance and Productivity related concerns (Attendance, Attrition, Productivity, End of day reporting, Quality, etc.).
- Gather additional information as necessary to accurately assess performance such as performing an audit of customer interactions, etc.
- Provide documented weekly coaching to agents using the 5-step coaching process with all necessary follow-ups on improvement opportunities ensuring adherence to ongoing attendance, performance coaching, and performance management processes.
- Develop, implement, and ensure execution of all action items related to performance improvement opportunities, following all appropriate processes (I.e., attendance management, payroll updates, client communication, etc.)
- Provides accurate and timely assistance to your customers (I.e., employees, support staff and clients).
- Cascade and ensure understanding of information in an accurate and timely manner.
- Attend and participate in meetings/calibrations/upskill training assigned.
- Quarterly, review and update role definitions for direct reports.
- Completed at least 2 years in college
- Must have at least 3 years BPO experience, of which 2 years in a supervisory or team lead capacity
- Good written and verbal communications skills
- Experience in training, coaching, and motivating team members
- Experience in training, coaching, and motivating team members in-depth knowledge of performance metrics
- Strong organizational and time-management skills
- Good analytical and structured problem-solving skills
- Possess a positive attitude with Strong interpersonal and intrapersonal skills
- Thorough understanding of Microsoft Office Suite (Word, Excel, Outlook
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