/

Team Lead (ILO)

One Lorton Building, Ledesma Street, Iloilo City, Iloilo ,, Philippines

Who we are: 

Fair Trade Outsourcing™ (FTO) is a fast-growing BPO company and fair trade outsourcing center that provides impact sourcing work for companies worldwide.

Our main office is in Philadelphia, Pennsylvania with a global network of delivery centers in the Philippines, Mexico, and Ghana.

In the Philippines, we already have four centers with more than a hundred employees in each site.


Mission 

We are a Fair Trade Outsourcing Center Company that delivers superior results for clients by valuing our agents, ensuring their safety, and improving their economic welfare.  

Vision 

We seek to reduce global poverty and economic insecurity by creating sustainable middle-class employment, eventually growing a new generation of capital owners from wage earners. 


SCOPE OF WORK:  

 

The Team Leader is responsible for overseeing the daily operations of car insurance account operations as well as participating as an active member of the team. As a team lead, this position will partner with the operations manager to deliver exceptional support to customers through phone. This team leader will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. This position is an advocate in the overall culture, vision and values of Fair Trade Outsourcing. 

 

This position is an advocate in the overall culture, vision and values of Fair Trade Outsourcing.

RESPONSIBILITIES:  

 

• Oversee the day-to-day operations of car insurance account operations (billing and membership endorsements)  

• Drive customer satisfaction through customer escalations  

• Provide direct supervision of car insurance account agents which may include: recruitment, evaluations, and disciplinary actions  

• Act as a mentor and provide oversight, coaching, and training to the car insurance account operations team  

• Be the point of contact when it comes to technical escalations  

• Record and track team KPIs  

• Provide support where needed for both internal and external escalations.  

• Clearly communicate escalated issues to operations manager as needed  

• Manage and report productivity, reliability and quality coaching  

• On-board all new car insurance account staff  

• Assist in the creation of the team KPIs as well as monitor and report on results  

• Be actively involved with the operational delivery and SLAs  

• Monitor team performance and report on metrics  

• Ensure that all inquiries and issues are solved correctly and in a prompt and professional manner  

• Work to create any relevant support material for the team 

• Implement any necessary preventive measures to reduce client escalations  

• Review all subject matter related processes and documentation for continuous improvement  

• Assist in the creation and implementation of customer self-service material and tools  

• Evaluate and analyze case trends to prevent future issues 

 

 

KNOWLEDGE, SKILLS & ABILITIES REQUIRED  

 

• Proven people management and leadership skills  

• Excellent communicator, both oral and written  

• Strong problem solving and communication skills  

• Strong analytical skills to investigate and resolve customer issues  

• Able to multi-task efficiently under time pressure  

• Able to work with cutting edge technology and assimilate information rapidly  

• Previous experience in managing customer focused teams  

• Proven experience in managing a service and support focused team culture  

• 1 Year plus experience in a senior agent role 

 

 

 

Hierarchy 


You'll report to:Operations Manager

  

Application Process

                                        Resume review  

                    Interview with Recruitment Officer  

                        Interview with Hiring Manager  

                                                Offer  

Mandated Benefits


Social Security System, PhilHealth, PAG-IBIG, Shift differential, premium pay, 13th-month pay

Perks


Above minimum wage salary, COLA (Cost Of Living Adjustment), Financial Assistance (Catastrophic Fund)
Referral Incentives

Mandated Benefits


Social Security System, PhilHealth, PAG-IBIG, Shift differential, premium pay, 13th-month pay

Impact Programs


 Zero Interest Microloan for business, Zero Interest Motorcycle loan, Win-a-Fridge

 

PTOs


Vacation, Sick, Quarantine, and Bereavement leaves 

   Company Benefits


Healthcare, dental, life insurance,  daily hospital income, and personal accident benefit