JOB DESCRIPTION, DUTIES AND RESPONSIBILITIES To manage a team/s with Head Count of 65 to 80 and accounts/clients not exceeding 20. This includes GL client and staff.Assist the Senior Service Delivery management team in establishing, managing, measuring and driving KPIs (Key Performance Indicators) and SLA (service level agreement) across all accounts and teams.Assist the Senior Service Delivery management team with plans, procedures, activities and in identifying process improvement opportunities.Manage multiple teams across e-commerce, customer service, technical support business.To be able to work with Work Force Manager/RTA for various accounts in their scheduling needs.Champion Process Excellence by initiating projects that will help the account or company in terms of Process Documentation (SOPs) and Key Customer Related Processes (KCRP).Mentor and train Group Leader for the next level of position.Demonstrate keen interest with the client's business and processes to ensure quality and help the business grow.Monitor transactions for voice and non-voice to ensure quality.Conduct final operations interview for staff and Group Leader training as necessary.Regularly report performance on a daily, weekly, monthly, quarterly and annual report to Senior Manager and VP for Service Delivery, Country Manager, CEO and clients.Regularly conduct consultation meetings with clients regarding the account and performance.Conduct regular coaching: monthly for Group Leaders and Team Leaders.Conduct annual performance review of direct reports.Enroll GL and TL under PIP (Performance Improvement Plan) as needed.Implement Employee Handbook to direct reports.Update Sr Manager for Service Delivery, VP for Service Delivery, Country Manager and CEO for any client issues and recommend solutions/action plans.Track client escalation and swiftly respond to address concerns.Present to clients, weekly, monthly, quarterly and business reviews.Perform tasks as deemed by the VP of Service Delivery, Country Manager and CEO.QUALIFICATIONS AND SKILLS Experience managing accounts under customer service, technical support and e-commerce business model and well-versed in dealing with high volume of transactions in a BPO setting.Experience maintaining, developing and analyzing operational statistics.Understanding of Key Metrics.Proficiency in MS OFFICE and Google Docs.Excellent verbal and written communication skills.People & Project Management Skills.Capacity Planning Skills.Training and Presentation Skills.Client Management and Service Delivery Skills.Process Documentation Knowledge.Strong leadership, analytical, problem-solving and decision-making skills.The ability to work in and adapt to a fast-paced, dynamic, always changing environment.The ability to organize and follow-up on multiple tasks with accuracy and timeliness.The capability to perform intermediate mathematical functions.Understanding and knowledge of Quality Tools and Approaches: DMAIC, RCA.Working knowledge on Profit and Loss.Auditing Skills.Knowledge on Quality Methodologies: RCA, Ishikawa, Pareto, Six Sigma, etc.
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