Skilled Bookkeeper

4 weeks ago

Oriental Mindoro Philippines Buscojobs Full time

Overview

Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management. This role includes ensuring SLA targets are met and collaborating with QAs and Trainers to improve team performance. The candidate should have solid understanding of the workflow and tools used for providing services, and relevant experience in a call center or similar environment.

Responsibilities
  • Lead and coach a team of agents; conduct daily and weekly meetings to share business updates; perform root cause analysis (RCA) to identify drivers impacting performance; work closely with QAs and Trainers to improve team performance.
  • Ensure achievement of SLA targets and maintain day-to-day operational management and utilization.
  • Understand workflows and tools used for service delivery; leverage prior agent experience in similar workflows.
  • Develop and execute action plans; monitor progress and report on outcomes.
  • Identify training needs and support development of training programs; coach in one-on-one and team settings.
  • Communicate effectively with all levels of management; demonstrate excellent organizational skills and attention to detail.
  • Proficiency in multi-tasking and prioritization; experience training in a classroom environment.
  • Preferably possess experience using smart mobile technology (e.g., iPhone, iPad, iTouch, Android devices).
Qualifications
  • 6+ years of experience in the BPO industry with 1–2 years of experience as a Team Lead; prior management experience in service/technical fields within a Call Center environment.
  • Solid understanding of business process improvement methods and familiarity with Project Management.
  • Excellent oral and written communication skills; ability to establish and develop effective teams and manage performance.
  • Proven ability to identify training needs and support program development; strong coaching skills in both individual and group settings.
  • Comfort communicating with all levels of management; strong organizational and detail-oriented problem-solving abilities.
  • Graduate or undergraduate with relevant work experience; open to college graduates and undergraduates.
  • Experience in a classroom training environment.
Additional Role Context

Note: The description also references remote/virtual assistant data-entry work contexts and various client-based postings. This section clarifies that some postings describe separate roles with different schedules and client requirements, including remote/part-time opportunities. If applying, verify role-specific location, schedule, and client details in the official posting.

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