Team Leader (Telco Chat/Voice)
Afni
Quezon City, Metro Manila, Philippines
12d ago
source : Kalibrr, Inc.

Job Description

  • Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans.
  • Provides ongoing training for performance improvement.

  • Executes Recovery strategy to achieve Afni’s objectives and individual / team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
  • Performs supervisory functions that include the mentoring and motivating representatives as well as addresses any attendance or scheduling challenges.
  • Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.

  • Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews
  • Minimum Qualifications

  • Have earned a Vocational Diploma / Short Course Certificate or Bachelor's / College Degree of any field.
  • Have handled the same position for at least 1 to 2 years in the BPO industry
  • Preferably with experience handling a Telco Customer Service Account
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.
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