LOCATION: MANILA AND CEBU PHILIPPINES JOB TITLE: GOOGLE GDO (TEAM LEAD) Experience: College GraduateWith 3 years and up Experience Candidate Requirements: Responsible for managing team of Production SpecialistResponsible for responding back to the client and internal stakeholders in an efficient and professional manner.Handles and resolves customer complaints - identify and escalate priority issues.Build and strong personal customer rapport and establish engagement to drive positive customer experience.Ensures compliance with all company and departmental policies, procedures and guidelines.Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization.Identify coaching needs for the team members and providing required support and follow up on a timely basis.Data Analysis - Analyzing data short term and long term trends, report generation, graphical representation business analytics report, management reports.Data Reporting - Create and Maintain Location customer facing reports & dashboards.Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Quarterly & Annual performance reports, PMS and attrition.Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client/End Users.Understands Quality Assurance from Operations perspective.Understands vulnerabilities of products and services and works towards ZERO penalties.Identify blockages and recommend improvement opportunities, deliver sound, SMART recommendations in relation to continuous improvement.Oversee the end to end management of the Quality Assurance Specialists team.Ensure quality sampling targets (ISO) are met; systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business strategic plans in relation to quality improvement.Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations.
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