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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