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Team Manager
3 weeks ago
Job Description
- 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
o Accomplish weekly deliverables, such as:
Coaching compliance inclusive of RCAs and action Plans.
Weekly Audit requirement and call scrubbings
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
o Set up accountability discussions on attendance and performance challenges
o Report potential red flag on employee retention and partner with Operations Manager on stay interviews
o Keep employees in the loop for any internal and external updates
o Have Team participate on Site and Program employee engagement
Qualification:
- At least 1 year Team Manager Experience or at least have handled a team of agents for 1 year for an SME level.
•Experience handling travel and hospitality programs ( Expedia, Tripadvisor, etc) - Recent travel and hospitality experience.
- Willing to relocate in Legazpi.
- Willing to start asap.
Job Type: Full-time
Pay: Up to Php40,000.00 per month
Benefits:
- Health insurance
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Legazpi, Albay: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Current and Expected Salary
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