Operations Team Leader

2 weeks ago

Taguig, National Capital Region, Philippines iOPEX Technologies Full time

Supervisors/Team Leaders (Call Centre & Customer Service)

Job Description:

• Identify recruiting issues and implement solutions

• Handle appropriate escalations and communicate to stakeholders when necessary

• Provide necessary training to new agents, as well as provide upskill training to tenured ones
upon new department function or availability.

• Address client's needs:
o Daily Forecast
o Training Needs
o Data Analysis
o Reporting needs and assistance

• Establish and reinforce the team and individual metrics to drive performance

• Provide coaching and performance monitoring of team members

• Ensure timely communication of changes and new strategies to the team

• Meet performance standards, metrics and set goals set by the department.

• This includes analyzing data, quality monitoring, coaching to strengths and opportunities.

• Answering procedural and navigational questions, conducting side by side coaching and
conducting team huddles / meetings and updates are sent out.

• Develops and maintains positive relationships with clients through excellent customer relation.

• Attend meetings and calibrations with the client and cascade the same to the team

• Addresses client inquiries and ensures their needs are consistently met in a timely manner.

• Provide management with support in establishing process improvement to benefit of the
customer, the employee, and the management
Requirements:

• Candidate must possess at least a Bachelor's/College Degree, any field. Or college level with 5
years total of BPO experience.

• Must be willing to work in rotating shifts and / or night shift at BGC, Taguig City.

• At least 2 years of experience as a Team Lead in a Call Center

• Must know how to handle and improve metrics

• Leadership and team building skills

• People management and development skills

• Basic project management skills

• General understanding of business and business needs

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an Operations Team Leader?

How many years of people management experience do you have?

Have you worked in a call centre before?

iOPEX is a new generation business services provider offering optimized IT Management & Technical Support services. Enterprises world over have taken advantage of available tools - such as location, labor & process arbitrage – for opex reduction. However the pressure for further reduction without any sacrifice in performance standards has only increased. iOPEX has developed and continues to invest in innovative delivery models to achieve what appear to be conflicting goals – sustainable cost recovery & enhanced customer experience.

iOPEX has integrated 3 key elements for success – strategic design of service delivery, seamless implementation of the recommended model and operational discipline in ongoing delivery. We call it, simply, the CIO model. We are neither technology consultants nor system integrators. We are process innovators focused on extracting the best out of the investments our clients have already made.

iOPEX management team has extensive experience in transitioning several large, mission critical projects for global delivery. iOPEX management team, with deep domain knowledge and expertise, ensures personalized client management.

Clients of iOPEX are assured of the understated competence that translates the business objectives to operational excellence.

iOPEX is a new generation business services provider offering optimized IT Management & Technical Support services. Enterprises world over have taken advantage of available tools - such as location, labor & process arbitrage – for opex reduction. However the pressure for further reduction without any sacrifice in performance standards has only increased. iOPEX has developed and continues to invest in innovative delivery models to achieve what appear to be conflicting goals – sustainable cost recovery & enhanced customer experience.

iOPEX has integrated 3 key elements for success – strategic design of service delivery, seamless implementation of the recommended model and operational discipline in ongoing delivery. We call it, simply, the CIO model. We are neither technology consultants nor system integrators. We are process innovators focused on extracting the best out of the investments our clients have already made.

iOPEX management team has extensive experience in transitioning several large, mission critical projects for global delivery. iOPEX management team, with deep domain knowledge and expertise, ensures personalized client management.

Clients of iOPEX are assured of the understated competence that translates the business objectives to operational excellence.

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