BPO Performance Maximization Supervisor

2 weeks ago

Pasay, Philippines EPX: EPERFORMAX CONTACT CENTERS Full time

Overview BPO Performance Maximization Supervisor - Analytics Responsible for coaching, reporting, and team development within the Analytics function to maximize performance across the program. Responsibilities Analyze performance by conducting individual coaching sessions on a bi-weekly basis or more frequently, as needed, using ePerformax’s COACHing Model. Facilitate the career development of TLs by conducting individual career development discussions as needed. Ensure accuracy and timeliness of periodic and ad-hoc reports to support program measurement needs. Maintain a database of all reports and processes handled by the team to enable efficient tracking of historical data. Manage shift schedules and rest days of Data Analysts to ensure full coverage and support. Conduct training and/or refresher sessions for Data Analysts on how to create periodic and ad-hoc reports and to understand report contents and purpose to ensure standard processes are followed. Initiate and facilitate development and implementation of new reports to support program and department reporting needs. Create quarterly reports audit, tools usefulness, and service quality evaluation to be used in staffing and occupancy review, productivity maximization, and improving the team’s capability and efficiency in analyzing customers’ reporting needs. Uphold company mission, policies and procedures and serve as a role model by modeling company values in all actions. Build a strong team by interviewing Data Analyst candidates, facilitating FGDs, motivating team to prevent attrition, realigning roster (quarterly), and maintaining effective working relationships with Data Analysts and other departments. Perform ad hoc tasks to support departmental needs and functions. Qualifications At least 2-year college degree (communication arts and education majors preferred). 2 to 3 years of working experience as a supervisor in a call center/BPO industry specializing in Analytics and Quality. Six Sigma experience or exposure is preferred. Ability to work autonomously with minimal instruction, guidance, or supervision on standard performance analyses and projects. Detail oriented, accurate, analytical, and a strategic thinker. Strong verbal and written communication skills. Proficient in creating reports and in using MS Office. Willing to work flexible schedules (including weekends and holidays). Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Research, Analyst, and Information Technology Industries: Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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