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Supervisor/Team Lead
3 weeks ago
The Supervisor is responsible for managing agent performance to ensure a 100% productivity,
efficiency and quality to meet organizational and program goals daily. The supervisor will collaborate
with the Quality Analyst to coordinate performance improvement and accountability of agents. The
Supervisor will work with Client Services and Training on any team or program development needs.
The Supervisor is responsible for agent satisfaction and motivation.
Major Accountabilities:
- Periodic monitoring and update of agent performance within the shift.
- Adheres to and implements the threshold management guideline for the performance management.
- Daily Chairside Observation (1 Hr, rotational)
- Weekly Auditing of a minimum of 1 audit per agent
- Collaborates with Quality Auditors to ensure agent performance improvement.
- Collaborating with Client Services on program improvements and needs
- Collaborating with Training department on skill and program development needs
- Monthly agent performance evaluation, coaching and goal setting.
- Adherence to progressive corrective action guideline
- Issuance of any performance management related
documents including but not limited to coaching logs, NTE, DA
- Real-time endorsement of performance management related documents to HR
Job Type: Full-time
Pay: Php20, Php32,000.00 per month
Schedule:
- Night shift
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