Senior Team Leader/Operations Supervisor

2 weeks ago

Pasig, National Capital Region, Philippines transcomos Asia Philippines, Inc. Full time

Role Profile:

  • Bachelor's Degree
  • Experience in Handling Team Leaders and agents (minimum of 50 agents total HC)
  • Experience in Handling all Lines of Business (Chat, email and voice)
  • Possesses the Core Value consist of Integrity, Respect, Professionalism, Innovation, Commitment Client First (Business Client/ Colleagues), Collaboration and Excellence.
  • Applies explicit guidelines on key leadership and management responsibilities to effectively lead and manage.
  • Design a clear career path for people who aspire to hone their leadership and management capabilities.
  • Institutionalize a standard and a common leadership and management practice framework provided an injective innovation.
  • Excellence in understanding communication style and analysis inventory of the dominant style of communication, specializing in communication and interpersonal skills
  • Excellence in analytical and problem-solving skills
  • Keen understanding on the framework and techniques of assertiveness in official setup
  • Excellence in Consumer Orientation and People Skills
  • Exceptional Shift Management targeting all aspects (KPI)
  • Excellence in Metric Management- Cluster wise and Site wise
  • Excellence in presentation and facilitation skills
  • Can handle and operate technical system

Role Functions:

  • Ensures productivity meets or exceeds service and quality standards
  • Manage, Monitor, drive performance to meet SLAs and KPIs including Sales conversion required by the company and the client.
  • Establish operations objectives and work plans, delegates assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction
  • Provides immediate supervision to a unit, assigning tasks, checking work at frequent intervals and maintaining schedules
  • Plan, Coordinate, Develop and Administer program for the account
  • Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility
  • Manage and monitor site and cluster's Attendance
  • Implement and Monitor Adherence to High Level Security for the Business.
  • Create Processes and Practices in Adherence to Client Requirements
  • Manage and monitor site and cluster's Attrition
  • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
  • Ensure and participate to individual development plan and proposals aligned to the business goals of the organization
  • Do Root Cause Analysis to identify AFIs and create action plans/goals to improve and bridge gaps
  • Efficiently coach subordinates in meeting the metrics
  • Intensive Coaching and Feedback for Team members and Subordinates
  • Collaborate with different support groups- Recruitment, Training, Quality, HR, Workforce- to improve employee profiling and performance
  • Conducts regular performance management to improve challenged members of the team
  • Manage Attendance Standards and compliance and Leaves of Absence in accordance with company policy and practice
  • Implement all disciplinary actions, up to and including termination, in accordance with company policy. Document issues, actions taken and plan for follow up for agent's HR file.
  • Review and approve payroll administered by agents in accordance with company policy and procedures.
  • Prepare, process and conduct annual appraisal for agents on time, review 3-month job discussion with new employees with new employees and annual review.

At Transcosmos, our mission is to leverage customer insights to always be client's most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

Job Types: Full-time, Permanent

Pay: Php45, Php55,000.00 per month

Benefits:

  • Paid training

Schedule:

  • 8 hour shift
  • Shift system

Supplemental pay types:

  • 13th month salary
  • Performance bonus

Application Question(s):

  • Do you have experience handling team leaders? How many?
  • How much is your expected Salary?

Education:

  • Bachelor's (Required)

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