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Operations Team Leader

3 months ago

Metro Manila, Philippines Enshored Inc. Full time

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage and direct the daily activities of the SME and Heroes, including creative resource planning and implementing call center strategies and operationsProvide meaningful career and professional development for assigned experts, in partnership with leadership development staffCarry out needs, assessments, and performance reviews to officersSetting and meeting performance targets for efficiency and qualityEnsure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.Practice and ensure compliance with all policies and procedures of the companyCoordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experienceCoordinate with Recruitment, IT, and liaising with the HR team.

MINIMUM REQUIREMENT QUALIFICATIONS

Key Skills:

High level of initiative, accountability, and self-motivationStrong customer service orientationThe ability to build a productive and highly engaged work environment Maintain calmness and composed under tight pressure and provocationsAbility to work independently and take responsibility for seeing things through to completionAttention to detailOpen to feedback and criticismWilling to work onsite fulltime.

Education And/Or Experience

Bachelor's/College degree 2-5 years of experience working as a Team Leader in a BPO IndustryDemonstrated competency in the following areas is also required:Strong leadership, people management, administrative, and numeracy skillsStrong written and verbal English communication skillsProven experience at developing and maintaining relationships with key internal and external stakeholdersTeam facilitation and training skillsCommitment to delivering to the highest quality first timeProven ability to work to deadlines and under pressure with a positive attitude

Language Skills:

Above Average communication skills in English.