Operations Team Lead
Microsourcing Philippines Inc
Metro Manila / NCR, PH
5d ago
source : Monster

Responsibilities :

  • Regularly coordinate with the clients under your vertical regarding the status of the offshore team
  • Implement and monitor KPIs set by the client or MS
  • Monitor the team’s performance
  • Conduct coaching sessions and issuing corrective actions
  • Monitor and track the daily attendance
  • Implement policies, deadlines and standards set by the client
  • Handle complaints and queries from all staff
  • Provide day-to-day operational support
  • Resolve minor client and staff issues
  • Report to the Operations Manager and Head of Operations
  • Disseminate information to employees like updates on policies and company events.
  • Create, maintain and administer schedules for outsourced staff, in coordination with the client
  • Prepare and maintain statistical reports used in management decision-making – particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management
  • Develop of reports / processes that increase the ability of the offshore project to effectively and accurately plan accept
  • Minimum Qualifications

  • Candidate must possess at least a Bachelor's / College Degree, any field.
  • At least 3 year(s) of total working experience in the related field is required for this position.
  • Must have experience handling a team or a supervisory role in a BPO or Shared Services industry.
  • Experienced in creating KPIs and Control Measure points for variety of possible industries.
  • Experienced in Performance Management which includes creation of balance scorecards, performance improvement plan and incentive process
  • Strong decision making and problem solving skills and can work with minimum supervision
  • Experienced project manager who can handle at least 10 accounts or clients with maximum number of 30 staff.
  • Good communication and presentation skills
  • Root Cause Analysis skills
  • Amenable to work for flexible shifts and in MOA, Pasay
  • Apply
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