Earn up to PHP 35,000/month for this position
19/F Robinsons Summit Center, Ayala Avenue, Makati, PH
QUALIFICATIONSA degree or equivalent work experience in management or training in team leading is a plusWork experience as a team leader or supervisorIn-depth knowledge of performance metricsGood technical skills—able to comfortably navigate through smartphone and desktop applicationsExperience in using MS Office applications, especially ExcelExcellent written and spoken English communication skillsA team player, empathic and diplomatic with effective conflict resolution skills but equally competent working independently if neededExperience handling both voice and non-voice customer support programsOrganizational, decision-making skills and have time-management skillsProblem-solving and decision-making skillsRESPONSIBILITIESOnce hired, Team Leaders for our financial management program are tasked to accomplish these responsibilities:
Team Management TasksConduct reviews to discuss progress, wins and challenges, goals, and team building activitiesIdentify trends across the team and individual analysts from QA scores and productivity statsAssess current project processes to recommend improvements and adjustmentsConduct group meetings with the agents to go over feedback, quality, and coaching strategiesProvide feedback and action plans to meet program goalsProvide weekly coaching sessions with team membersCommunicate any immediate issues with the teamAddress disciplinary and performance-based opportunitiesDisseminate all new updates and company or project policies to the teamEnsure low performers are provided coaching logs and performance improvement plans as necessaryProvide floor support/coachingDevelop creative ways to motivate team and drive performanceCollaborate with the Training & Development team to provide re-trainingProvide recommendations for training proceduresProgram-Specific TasksBe the main point of contact for team's daily operational activitiesCheck queue volume for the day; analyze and understand volume trends and where the agents need to be placed in order to meet SLAMonitor communication with the client for any updates or changesReconcile agent hours in client time tracking; confirm information accuracy and adjust accordingly to ensure correct billing hours and productivity countCoordinate with other teams to prepare and send out daily reportsAttend client meetings to discuss feedback and case examplesHelp develop meeting agenda for weekly team meetingsConduct official quality checks if neededResolve cases/tickets/calls/escalations as needed by the clientPerform other tasks as required by the client and the company
#J-18808-Ljbffr