TASQ Staffing Solutions is looking for a call center team manager for a collections account to work in Clark, Pampanga.
About the job Team Manager - Collections
Responsibilities:
Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities
Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
Team attendance infractions insights thru internal Sutherland attendance tool
Provide ideas that can help the client improve their product, business, processes and/or policies
Present Team Performance to Clients in as needed basis
Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
Set up accountability discussions on attendance and performance challenges
Report potential red flag on employee retention and partner with Operations Manager on stay interviews
Keep employees in the loop for any internal and external updates
Have Team participate on Site and Program employee engagement activities
Come up with Team level mini engagement activities to hype morale
Qualifications:
At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with US banking and financial background collections.
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Willing to work onsite in Clark Pampanga, with night/shifting schedules.
Work Location:
Clark
Interviews will be done over the phone.