Bachelor's degree in any course, or at least completed 2 years of college.
More than 3 years working experience as an Assistant Manager or Senior Team Leader
Experience in handling and managing a group of Team Leaders
Experience in handling all LOB Voice and Non Voice (Email and Chat)
Experience in handling Sales Account.
Possesses the Core Value consist of Integrity, Respect, Professionalism, Innovation, Commitment Client First (Business Client/ Colleagues), Collaboration and Excellence.
Applies explicit guidelines on key leadership and management responsibilities to effectively lead and manage.
Design a clear career path for people who aspire to hone their leadership and management capabilities.
Institutionalize a standard and a common leadership and management practice framework provided an injective innovation.
Excellence in understanding communication style and analysis inventory of the dominant style of communication, specializing in communication and interpersonal skills
Excellence in analytical and problem-solving skills
Keen understanding on the framework and techniques of assertiveness in official setup
Excellence in Consumer Orientation and People Skills
Exceptional Shift Management targeting all aspects (KPI)
Excellence in Metric Management- Cluster wise and Site wise
Excellence in presentation and facilitation skills
Amenable to work in Mckinley, Taguig City
Amenable to work in shifting schedules
Role Functions:
Ensures productivity meets or exceeds service and quality standards
Manage, Monitor, drive performance to meet SLAs and KPIs including Sales conversion required by the company and the client.
Establish operations objectives and work plans, delegates assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction
Provides immediate supervision to a unit, assigning tasks, checking work at frequent intervals and maintaining schedules
Plan, Coordinate, Develop and Administer program for the account
Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility
Manage and monitor site and cluster's Attendance
Implement and Monitor Adherence to High Level Security for the Business.
Create Processes and Practices in Adherence to Client Requirements
Manage and monitor site and cluster's Attrition
Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
Ensure and participate to individual development plan and proposals aligned to the business goals of the organization
Do Root Cause Analysis to identify AFIs and create action plans/goals to improve and bridge gaps
Efficiently coach subordinates in meeting the metrics
Intensive Coaching and Feedback for Team members and Subordinates
Collaborate with different support groups- Recruitment, Training, Quality, HR, Workforce- to improve employee profiling and performance
Conducts regular performance management to improve challenged members of the team
Manage Attendance Standards and compliance and Leaves of Absence in accordance with company policy and practice
Implement all disciplinary actions, up to and including termination, in accordance with company policy. Document issues, actions taken and plan for follow up for agent's HR file.
Review and approve payroll administered by agents in accordance with company policy and procedures.
Prepare, process and conduct annual appraisal for agents on time, review 3-month job discussion with new employees with new employees and annual review.
