Remittance Processor

2 weeks ago

Cagayan 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.

Responsibilities
  • Ensure achievement of SLA targets
  • Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works 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
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