About the Role :
Ensures the profitability of the program by driving for the attainment of Client- specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitors performance through proper coaching, outlier management, etc.
Upholds company policies as it relates to the program and drives for adherence to such policies. Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards for professionalism
Maintains company-set ratios on staffing to ensure smooth operations of the program. Complements the forecasted call volume of the program with the adequate manpower on the floor periodically checking forecast versus actual call volumes.
Drives for recognition and reward of top-performing employees by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development.
Dutifully conducts performance planning and feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential employees.
Ensures that proper action is taken for non-performing team members as well as those with documented infractions against company policies.
Provides coaching and mentoring to team members who do not meet their metrics, and carries-out the appropriate disciplinary actions.
Spearheads the design and implementation of daily, weekly and monthly incentive schemes in order to drive performance on the floor.
Ensures the objective stack ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments.
Provides opportunities for immediate coaching for associates who fall below the program’s standards and drives for improve performance.
Ensures that all company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with Leadership Team.
Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
Liaisons with Top management and the Client regarding the program’s performance. Analyzes the necessary information (i.
e. AHT, Call Volume, top and bottom performing teams / agents and others) and translates this to tangible and relevant data on program performance.
Market Skills and Certifications
Graduate of a Bachelor's Degree (4 year course)
At least 7 years of experience as people manager in a BPO set-up
At least 10 years overall experience (Fraud, Financial and Customer Service)
Flexible to work shifting schedule / s
Amenable to work in Taguig City
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.