Quezon CityCompany : Arvato Corp. Requisition ID : 38762PURPOSE OF THE ROLE : The Role is responsible for managing and enhancing the performance of a language team of 15 (12-
creates a productive and friendly work environment Contribute to quality framework by providing regular 360-degree coaching feedback sessions to their team members that focus on improving all KPIs, including customer satisfaction and accuracy (Agent Development Plan) Escalation point for Coaches if feedback is not accepted and as part of Agent-
level Actions : Processes for Fails and Repeated Fails Plans, directs and supervises the work activities of the team members incl.
administration of agent roster (schedule, holidays, etc.) according to WFM input Liaises with workforce management providing feedback on staffing plan / schedules and notifying of necessary adjustments Responsible for operational real-
time management i.e. managing the incoming volume / queue to meet KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc.
Accountable for team performance / KPIs such as team CSAT, AHT (and / or other productivity metrics), tracking accuracy / process adherence, schedule adherence / absenteeism, typically also service level (if measured separately for the team) Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction / development Responsible for the customer wellness (formerly known as case wellness ) process for the team together with Enabling Agents / Solution Coaches (as defined for the LOB) Provide administrative support Reporting Take calls, mails and chat on a regular basis Driving Agent Round Table (ART) Communicate performance related indicators into the team and back to the Management Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates through agent meetings, notifications (i.
e. iBox / email / news bulletin / etc.) SKILLS AND KNOWLEDGE : Knowledge of arvato offer - high-level knowledge all supported (Microsoft / other) LOBs Knowledge of call center processes including utilization tracking time tracking tool taxonomy, functions, reports, impact on invoice etc.
Motivational skills Recognize group dynamics / understand team dynamics / basic training delivery skills Bertelsmann leadership essentials and leadership instruments (January talks etc.
Conflict management skills, moderator skills and facilitator skills Feedback and motivational (leadership) skills Ability to provide constructive but also positive / rewarding effective feedback to the team members Delivering feedback and communicating expectations clearly Quality monitoring processes, AQM, CSAT loop, ADP Outlier process New hire process HR processes (contract termination, official warnings, workers council regulations.
identify drivers and possible impact related to customer and market interactions on individual / team level plans Workforce management (knowledge of volumes, forecast, backlog, arrival patterns by channel / language / LOB), scheduling (including tools -
shift plan, coaching board etc.), capacity planning, know and understand utilization reports, know and understand AHT reports HR processes (working hours, contracts, overtime, holidays, absenteeism, sick leaves, .
definitions, calculation and targets -as per SOW, COPC; standard reports and sources (MORF etc.) Customer View or other dashboard, DPR Ability to read and understand Standard reports (ACD, KANA, PAUL, CRM systems, SAP) and process the data in the reports in order to be able to fill the LM correctly.
Knowledge of arvato departments and over-arching processes - e.g. IT ticket, user admin / starter-changer-leaver, cost centre / re-
booking of labour hours etc. Proficient knowledge of business processes, tools and procedures for designated LOB Soft skills / sales trained ART content, structure and process Presentation skills Ability to effectively structure and moderate meetings Ability to communicate clearly (precise, easy to understand, to the point), adapt communication content to the audience Ability to communicate clearly (precise, easy to understand, to the point), adapt communication content to the audience Ability to collect feedback from the team and deliver back to the management after adapting level of detail, etc.
Performance management system, bonus schemes - local structure (performance reviews, January talk, ) ibox and communication processes ABOUT MAJOREL (formerly Arvato) : Arvato is a global BPO solutions provider.
A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.
Arvato has over 3,000 employees across multiple sites.As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-
known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.