Sap Encoder

2 weeks ago

Metro Manila Philippines Buscojobs Full time

Overview

Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management. Ensure achievement of SLA targets. Conduct daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and work closely with QAs and Trainers to improve team performance. Should have solid understanding of workflow, tools used for providing services. Have experience working as an agent in same/similar workflows. Open to College graduate and undergraduate with relevant work experience. With at least 6 years of work experience in BPO industry with 1 to 2 years of experience as Team Lead. Previous management experience with service/technical fields within Call Center environment. Moderate understanding of business process improvement methods and familiarity with Project Management. Excellent oral and written communication skills. Proven ability to establish and develop effective teams, manage their performance. Proven ability to identify training needs and support development of programs. Proven ability to coach in one-on-one and also in a team setting. Comfort communicating with all levels of management. Excellent organizational skills and detail-oriented approach to problem solving. Proficiency in multi-tasking and prioritization. Experience training in a classroom environment. Preferably substantial personal or professional experience using smart mobile technology, such as iPhone, iPad, iTouch, Palm Pre, Amazon Kindle, another eReader, any Android device.

Responsibilities
  • Provide end-to-end supervision and coaching for the team; report on performance and execute action plans to improve utilization and operations.
  • Ensure achievement of SLA targets.
  • Lead daily and weekly meetings, perform root cause analysis to identify drivers of performance, and collaborate with QAs and Trainers to improve team performance.
  • Maintain solid understanding of workflow and tools used for service delivery.
  • Have experience working as an agent in similar workflows.
  • Coach in one-on-one and team settings; identify training needs and support development of programs.
  • Communicate effectively with all levels of management; organize and prioritize tasks; manage multiple priorities.
  • Experience training in classroom environments; prefer experience using smart mobile technology.
Qualifications
  • Minimum 6 years of work experience in the BPO industry with 1 to 2 years of experience as a Team Lead; previous management experience in service/technical fields within a Call Center environment.
  • Moderate understanding of business process improvement methods and familiarity with Project Management.
  • Excellent oral and written communication skills; strong organizational and problem-solving abilities.
  • Proven ability to establish and develop effective teams and manage performance; proven ability to identify training needs and support development of programs.
  • Proven ability to coach in one-on-one and team settings; comfortable communicating with all levels of management.
  • Willingness to work in shifting schedules; college graduate or undergraduate with relevant work experience.
  • Proficiency in multi-tasking and prioritization; classroom training experience.
  • Experience with mobile technology devices is a plus.
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