Industry BPO Work Experience 1-3 years Salary Open City Pasig State / Province National Capital Region (Manila) Zip / Postal Code 1600
JOB SUMMARY :
The Team Leader / Supervisor will handle a team of 15 20 Customer Center Associates and is responsible in ensuring consistency across his / her team in meeting and / or exceeding operational metrics as dictated by the business.
Shall be in-charge of providing regular agent coaching and mentoring, identifying performance gaps, suggesting initiatives, and executing action plans to ensure continuous improvement and development of his / her Customer Service Representatives.
Ensures that best customer experience is delivered across all channels of customer interaction.
Strategizes the daily and weekly individual and team action plans based on gathered data and factual observation to drive team performance.
Plans and executes staffing strategies within the team to ensure daily manpower capacity and mitigate negative attrition.
Process Related Tasks
Cascades quality, training, client, and corporate-related updates to his / her team in a timely and appropriate manner.
Attends Calibration sessions between Training, Quality, Workforce and Operations to ensure alignment on operational standards and updates.
Performs Management-by-walking-around to ensure compliance on set policies and procedures, and to make certain that there are no system issues being experienced by his / her team.
Monitors operational and metric-related team performance on a regular basis and ensures that all transactions are answered and / or processed within the required threshold time, so as not to affect the service level and abandonment rate of the account, and that required log in hours per team member were completed within the prescribed shift / schedule.
Escalates system, quality, training, workforce, and client-related concerns and issues following the proper escalation process and procedures.
Ensures all required and defined procedural tasks are accomplished on time.
Reports Related Tasks
Sends Day-End Reports regularly which contains the following :
a. Updated Team Stats for the day
b. Individual / Team defects including Top Drivers
c. Shift Highlights and Lowlights
d. Challenges and Issues
e. Action Taken
f. Action Plan
Sends team Attendance Reports on a regular basis.
Provides timely feedback on performance standings to team members.
Conducts regular 1-on-1 coaching sessions and team huddles to team members.
Motivates team members to excel in hitting set targets and to manage agent retention.
Ensures proper escalation of agent concern and issues to avoid employee dissatisfaction.
Prepares and Issues Coaching Logs, Performance Goal Setting forms and Performance Assessment forms to each team member accordingly and in a timely manner.
Manages team attendance to ensure occurrences on absenteeism and tardiness are kept within set threshold.
Follows and executes appropriate Disciplinary Action processes to ensure team members abide by the policies and procedures set by the company.
Preferably a Graduate of any 4 year course or with Bachelor's Degree
At least 1-year experience as a Team Supervisor handling Customer Service programs
With at least 6 months experience as Associate Team Leader or at least 1-year experience as Contact Center Associate with no records of any infractions for the past 6 months.
Effectively delivers messages that focus on data, facts or information and requires very little preparation or that reference materials are readily available.
Responds effectively to customers' needs by delivering on explicit requirements, objectives and / or standard.
Displays an awareness of people or groups that impact or benefit one's initiatives or activities but may require assistance to access or capitalize on the relationship.
Inspires commitment to a cause or goal among individuals who have common experiences or share similar concerns and aspirations.
Makes effective use of existing tools for monitoring work and / or team climate and applying corrective action to ensure that work or performance standard is achieved.
Suggests the appropriate known or available interventions that can help close the gaps or improve competence.
Sets goals and / or activities based on cascaded or given department goals and strategies.
Provides timely solutions to problems that have clear-cut options and / or whose solutions are available and can be accessed from a database or gleaned from a flow chart.
Makes decisions based on an understanding of circumstances and practices though may likely to defer to others' or superior’s foresight in contemplating future outcomes.
Creates or defines goals and initiatives based on how one can support, extend or align to the goals of one's department or functional area.