SUMMARY

The HomeWiseDocs Team Leader position is responsible for leading a team of 6-7 agents based out of our Cebu and Manila locations. The selected candidate will go through an extensive training program consisting of practical application of their respective team member duties for a minimum of 3-4 months to gain the knowledge necessary to assist with answering product-related questions. After successful completion of the practical application training program, the Team Leader will assume the daily responsibilities of leading their team including but not limited to one-on-one meetings, ad hoc coaching, scheduling and timecard duties, and ensuring team engagement and company culture is best in class.

PRIMARY RESPONSIBILITIES

• Responsible for reviewing source data and processing documents for data entry purposes
• Key data from source documents into the system
• Responsible for the analyses and interpretation of data, with a focus on the accuracy of information
• Enter data and complete Lender Questionnaire forms by transferring and interpreting information accurately.
• Ensure questionnaires are completed within the company published time frames
• Conducts 1:1’s with all team members on a monthly basis
• Responsible for their team meeting or surpassing all KPI target metrics on a daily, weekly, monthly and annual basis while ensuring schedule adherence, coordination of training, project distribution as well as leading projects or initiatives as assigned
• Providing real-time feedback to all employees
• Handling disciplinary actions

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Associate or Bachelor Degree Preferred
• 3 years Customer Service experience leading teams of 5+ agents.
• Ability to work accurately and with eye for detail.
• Ability to multitask
• Proficient in PC applications, including Microsoft Office, Adobe experience is a plus
• Written customer service skills required
• Ability to analyze, model and interpret data
• Problem solving skills
• A methodical and logical approach
• The ability to plan work and meet deadlines
• Must be able to meet productivity and attendance guidelines.
• Occasional overtime may be requested

Top 3 Qualification

• Minimum 3 years’ experience in successfully leading teams of 5+ agents
• Must be detailed oriented, have strong computer skills, and great focus on quality
• Ability to multitask in a fast paced environment

COMPETENCIES

• Passion for leading and developing employees
• Attention to detail
• Self-motivated and goal oriented
• Experience in fast paced, production environment
• Ability to learn and utilize new procedures and processes quickly
• Organizational skills and ability to effectively prioritize group/individual tasks
• Ability to multi-task and deal with a variety of unrelated issues at the same time
• Able to communicate and work with senior management and staff

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