We are a U.S.-based, market-leading data research company, recognized as the global leader in our industry. We enjoy a fun, driven, fast-paced, team-oriented culture dedicated to developing talent, recognizing and rewarding a job well done. Your success is our success!
We are seeking a skilled team manager to supervise daily operations for a growing, remote team of phone-based, work-from-phone lead generation agents based in the Philippines.
The lead generation team will be a high-performance group that will eventually reach a maximum size of seven (7) agents within the first six months of operation. Agents will be placing outbound calls into businesses across North America and the United Kingdom, using a web-based dialer platform, to generate qualified leads for clients local to those regions.
The Team Leader must be an organized, reliable, self-starting and results-driven professional. He/she must have a practical, sharp business mindset to solve problems on the spot, partnered with an ability to see the “big picture” and make improvements as the operation evolves.
This Team Leader must also be a strong team-builder with an eye for talent and a keen ability for nurturing that talent to reach its full potential.
Interpersonal and mediation skills will also be very useful, since the Operations Team Leader will essentially be the liaison between the company and the lead generation team.
Responsibilities include the daily coaching, training and live call monitoring of agents to optimize performance, onboarding of new team members, on-demand reporting and real-time maintenance of performance metrics for consultation with Operations Management.
✓ Planning and implementing strategies to optimize production metrics and meet deliverables standards for Operations
✓ Track the progress of daily, weekly, monthly, quarterly and annual team objectives
✓ Evaluate individual and team performance and identify hiring and training needs
✓ Supervise and motivate staff to perform at their highest potential, consistently
✓ Support new team members to maximize their learning curve and immerse seamlessly into the output of the team
✓ Suggest new training initiatives and techniques
✓ Keep open lines of communication with Operations Management for real-time coordination of campaigns and initiatives
✓ Create and maintain reports, analyze and interpret data in order to identify areas for improvement
✓ Make sure all employees adhere to company’s policies and guidelines
✓ Act as our company’s representative and set a daily example for the rest of the team
✓ Minimum of 3 years (5 years considered a plus) proven supervisory/management experience
✓ Experience with recruiting and performance management processes
✓ Proficient in building and managing high-performance remote/external teams
✓ Background with business and phone sales principles in the management of campaigns
✓ Strong analytical skills with the ability to create and analyze reports, spreadsheets and performance trends
✓ Proficient user of MS Office (MS Excel in particular) and database software suites
✓ Leadership and organizational abilities
✓ Interpersonal and communication skills
✓ Problem-solving, can-do attitude
✓ Flexibility to work in shifts
✓ Capacity to recommend agent candidates for the lead generation team considered a strong plus
Minimum Candidate Qualifications
✓ BSc/BA in Business Administration or relevant field; MSc/MA is a plus
✓ Additional qualifications, certifications, or recognitions in Leadership / Management are a plus
– Reliable internet connection (High-speed preferred)
– Excellent noise-canceling headset