Process Leader(TL)BPO Sales or healthcare experience

Gratitude Inc

505 Views

20 hours ago

1-2 Year(s)

₱ 30 - ₱ 40K p.m

Manila

Job Description

Key Skills

Team Leader Process Leader

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Business Estate :- BPO (Sales or Healthcare Experience)

Function :- Operation

Role :- Process Leader (TL's)

Work from office

2-3 yrs Experienced in BPO set-up on the said role is a MUST with Comms Skills / With Sales or Healthcare Experience

Open to Undergraduates

32,000-40,000 (Basic) + Allowance

ASAP

night shift

Operational

 Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

 Floorwalks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities

of customer service associates to ensure prompt, courteous and accurate response to customers;

ensure an efficient and qualitative operation through effective planning, leading, controlling and

organizing.

 Strong organizational, planning and analytical skills.

 Basic arithmetic and statistical skills for analysis of data and generation of reports.

 Problem solving skills

Firstsource ©2017 | Confidential | April 3, 2023 | 2 www.firstsource.com

Key Performance Indicators

 Handles any escalations that an associate is unable to handle, solves process related queries and

handles grievances.

 Listens to calls and coaches the team to enhance performance.

 Monitors the calls/chat taken by the associates and provides them feedback.

 Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

 Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides

them feedback.

 Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

 Organizes training program for the associates.

 Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.

 Holds team briefing and de- briefings before and after each shift.

 Organizes weekly team meetings to update the associates on any process changes, quality issues and

team SLA and KPIs.

 Initiates and administers the rewards and recognition program for the team.

 Organizes the monthly team outings in coordination with the associates and the team members.

Experience :-

Required: Required: 1-2 years of supervisory experience

or 3-4 years of experience as an associate.

Excellent knowledge of MS Office and especially 'Excel'.

Undergraduate/Graduate

Preferred: Min 1 year as Process leader/TE

Know-How

Critical: Good written and verbal communication skills &

team management skills.

Mentoring, motivating skills and Coaching skills

Desirable: If any desirable skills please add.

Personal Attributes/Traits

• Collaborative & consultative

• Socially confident

• Achievement oriented

• Creative

• Analytical

• Communicative

Competencies

• Business Foresight –Ability to strategize & demonstrate

deep business insight that helps identify & develop

strategic opportunities

• Influencing

• Managing Transformation – Ability to work and lead

transformations in a dynamic environment

• Fostering partnerships with internal and external

stakeholders

• Working across boundaries – collaborative working

towards a “One Firstsource” identity

• Decision making and problem solving skills

• Driving Excellence

Role

Customer Service Executive -Technical

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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