LOCATION: QUEZON CITY, PHILIPPINES
JOB TITLE: TEAM LEADER (TL)
Roles & Responsibilities:
- As an FLM or Team Lead (TL), you lead and manage a team of production specialists in assigned queue/ process and build a healthy & productive work environment.
You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employees engagement & retention.
You also mentor and troubleshoot team issues as first level of escalation.
Roles and Responsibilities:
- Responsible for managing team of Production Specialist
- Responsible 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 a 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 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, Monthly, 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.
Desirable Skills
Must Have:
- Operating procedures.
- Service Levels.
- Process metrics.
- Coaching Skills.
- Eye for detail.
- People Management and Performance Management
- Analytical Reasoning.
- MIS awareness.
- Escalation guidelines.
- Regulatory requirements.
- Proficient with MS Office (Word, Excel, PowerPoint)
Behavioral Skills and Attributes
- Has the ability to make judgements based on practice and previous experience.
- Excellent communication skills in order to provide client service.
- Good listener and communicator who effectively conveys information verbally and in writing.
- Strong interpersonal and people management skills.
- Posses an ability to manage large and complex teams.
- Be able to work and communicate with the people across organizational units, clients, Onshore counterparts and other related teams.
- Strong analytical skills with an ability to solve issues with a win-win negotiation approach.
- Demonstrated and promote exceptional client service and the concept of client delight.
- Have an attitude to coach, groom, develop and mentor people.
- Effectively plan leaves of the team ensuring business is not impacted.
- Be a good decision maker.
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