Operations Supervisor 1
Wells Fargo
Manila, Philippines
1d ago

About the Role

This position is primarily responsible for leading a team of HR CSR’s that will focus answering incoming telephone calls from Wells Fargo team members in a call center environment.

The calls are related to questions or problems team members may have related to Wells Fargo benefit plans, payroll, policies, programs and on-line tools associated with human resources.

This team uses traditional and online human resource systems to document transactional work and educate team members on human resource related topics.

Responsibilities :

  • Lead the team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities, which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
  • Supervise teams comprising analysts.
  • Support in process expansion, staffing, and new hire training.
  • Take a lead role in developing and implementing best practices.
  • Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.
  • Develop metrics to measure growth and performance of the department.
  • Interface with India and US based managers on production, quality and security guidelines.
  • Conduct performance reviews for assigned Analysts. Assist the Manager- Operations in smooth transitioning of work to WFIS.
  • Resolve escalated problems, communicating information orally or in writing to customers, other departments and / or senior management.
  • Market Skills and Certifications

    Essential Qualifications :

  • Candidate must be a Graduate of any course in College
  • Candidate must have at least 3 years of relevant experience in contact center operations (BPO or in-house)
  • Candidate must have at least 1+ year supervisory and people management experience in a contact center environment
  • Candidate must have excellent communication and customer service skills, excellent leadership skill and motivation to drive a high performing team
  • Candidate must be amenable to work on a rotating shift including night shift
  • Must be willing to work in McKinley Hill, Taguig BGC
  • Leadership Expectations at Wells Fargo

    As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
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