Team Leader – Operations-Voice (US Client)

Gratitude Inc

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19 hours ago

6-8 Year(s)

₱ 40 - ₱ 50K p.a

Job Description

Key Skills

Conflict Resolution Performance Management Team Management

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Designation: Team Leader – Operations-Voice (US Client)

Department: Operations (US Client)

Location: Alabang, Manila, PH

Report to: Asst. Manager/Manager - Operations

Work Set-up: Work from Office

Salary bandwidth : Max upto 45K (including allowances)

WORK BRIEF:

*This role requires managing a team of Associates (up to 15 headcount) for a US client on a daily basis and ensure the business-set performance parameters are met for the team and eventually for self. Will be a leader representing his team to the operations management, taking end to end accountability from performance to development.

CORE RESPONSIBILITIES


    Promote leadership, engagement, accountability, and performance by mentoring team members.


    Auditing employee performance, administering training, developing and monitoring personalized Performance Management Programs.


    Implementing employee improvement plans, addressing workplace personnel issues, reconciling attendance records, explaining company policies.


    Optimizing employee performance, implementing employee recognition programs, developing and administering Employee Survey Action Plan, promoting employee morale.


    Review results from First Call Resolution surveys that measure customer satisfaction and staff effectiveness in resolving inquiries with minimal impact on customers.


    Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores.


    Recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.


    Demonstrate proficiency in the Web-based tool that is used to access, analyze and act on the survey data.  These functions are performed on a daily basis.


    Monitors and ensures Team KPI and SLA’s are met on a daily, weekly, monthly, quarterly, half yearly and annual basis


    Actively seeks creative ways to effectively manage the fluctuating workload.


    Assists with the development and implementation of various reporting requirements and procedures.


    Supervise the operational activities of employees responsible for resolving complex inquiries for client


    Represent the needs of our customers while participating on cross-functional corporate project implementation teams, report back to Customer Relations management staff, and follow up as needed.  Participation may require development of business requirements, writing test cases, and validating results.  Decisions made during project implementation have sweeping impact on customers.


   Management of relations by collaborating with other functions.


    Personally research and resolve sensitive, complex customer inquiries.

Essential Knowledge:


    Excellent organizational skills and ability to coach others.


    Working knowledge of MS Office applications.


    Strong interpersonal communication skills.


    Strong critical thinking, researching, decision making and problem solving skills.


    Self-directed and able be effective with guidance and support from management rather than continuous direction.


    Demonstrated working knowledge of Microsoft PC applications.


    Excellent knowledge of Healthcare products and processes.


    Demonstrated ability to serve as a positive role model and elevate the performance of colleagues.


    Able to facilitate knowledge (e.g., by conducting training, documenting workflows, etc.)

Role

Manager-Technical

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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