Performance Transition Manager (ITP11713)
Cebu City, CEB
8d ago

Job Summary Accountable for New Hire Skills Development and Performance. Ensure close loop planning and implementation is happening from Training phase to Production.

Duties / Responsibilities Develop ELPs specific to what the Client / Agents needs.

Responsible for maintaining the new hire program's efficiency metrics.

Fully implement Ops Daily Rigor and TOPS.

Analyze KPI, identifying issues and trends

Performs Root Cause Analysis and formulates and executes action plans to improve performance.

Coaching Shadow / Development Session for Transition Supervisors.

Assists the CCM in the planning and executing plans created site wide.

Maintain smooth transition / hand off to production team / supervisors. Qualifications : At least 2 years Supervisor / ACCM experience

Strong performance management / TOPS background

Excellent program planning and execution skills

Strong analytical skills; very detail-oriented

Strong decision-making and problem-solving skills

Excellent communication and listening skills

Knowledgeable in call center tools and processes

Proficient in MS Office applications

Excellent people management skills

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