Team Lead (Telco Sales Chat)

Description Position Purpose: The Project Coach is responsible for entry level supervisory duties and the support and development of Collectors. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.
Essential Functions and Responsibilities: Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans. Provides ongoing training for performance improvement. Executes Recovery strategy to achieve Afni's objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies. Performs supervisory functions that include the mentoring and motivating of Collectors as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues. Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews Requirements Minimum Requirements: Bachelor's degree in any field / Completed at least 2 years in college 1 year of Team Lead experience Experience handling a Telco Sales Chat/Non voice account Amenable to work shifting schedules Amenable to work in SM Fairview/Commonwealth, Quezon City Can start ASAP