Job Description
We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Team Management Responsibilities
Responsibilities, including, but are not limited to:
Ensure that at the start of month PEAMs are served to all agents.
Coordinate with all departments within the company to meet campaign needs.
Ensure that end of month scorecards and PAFs are served to all agents.
Weekly updates on the performance of the agents are delivered through coaching and email.
Ensure Daily MyPay schedules, logs and overtime filings are correct and accurate before forwarding for final approval
Ensure leave filings are checked if compliant on attendance policies before forwarding for final approval
Operations Management Responsibilities
Updating of Campaign/TL Tracker (Priority Management File, Attendance, Stats, etc.)
Roll out any process update from the Ops Management and the Client during one-on-one coaching or team huddles
Client Call outs / Escalations review
Attend to or escalate to Ops Manager any client inquiry/request
Discussion of Agent's Monthly Scorecard and lodge via ScoreIT
Daily / Weekly Catch up with Operations Management Team and Client
Issuance of DPFs and CAFs for COC violations falling under Sanction A-C
Issuance of DPF & CAF to Agents for Behavior & PIP/ Performance
Validating of monthly team incentive/Scores reports
Review of Adhoc/WTD/EOM Reports to Client & Operations team
Analyze the agent's performance through daily/weekly/monthly review of the data/reporting
Prepare and Roll Out Monthly Schedule Staffing
Ensure that all agents adhere to all operational forms and processes
Phone time as required by clients and the management which includes supervisor calls
Daily agent call listening sessions
Documentation and sending of coaching logs (1 per rep/week minimum)
Compliance to Acquire Intelligence Code of Conduct
Join the A-Team and experience the A-Life!
