- Leads and manages a team of CSRs in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues/complaints, placing sales orders). Ensures that each tea-----------mber meets/exceeds their goals and metrics on a daily, weekly, and monthly basis.
- Conducts performance management activities for tea-----------mbers supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle. Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for tea-----------mbers to achieve their targets. Monitors each tea-----------mber’s performance throughout the shift, giving assistance, coaching, and mentoring as necessary. Provides positive and constructive feedback on what individual tea-----------mbers need to do in order to attain their daily targets.
- Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account/program. Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition and a means for coaching and mentoring. Maintains transparency with the group on team / individual performance achieved.
- Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues/problems faced by their respective teams. Analyzes and determines what affects agent/team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.
- Prepares and submits reports on team performance to the Operations Manager. Discusses overall team performance in relation to the objectives of the Company and the -----------termines areas for improvement of the account’s performance and translates these to action plans for the team.
- Ensures that all tea-----------mbers are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents. Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates/changes in order to familiarize agents.
- Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and exceeded by maximizing the headcount of CSRs on the floor.
- Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company's policies/procedures and the Labor Code of the Philippines. Takes initiative in acquiring the necessary Human Resources knowledge in order to increase one’s supervisory capabilities. Primarily handles grievances/issues (i.e. attendance, performance, behavior, and attitude) prior to escalating these to the Human Resources – Business Partners.
- Attends to Compensation and Benefits concerns of assigned CSRs, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.
Verified
