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BPO Operations/Service Desk Supervisor

1 month ago

Manila, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time

Responsibilities:

  • Facilitate the development of team lead performance by conducting individual coaching sessions using the team lead scorecard, on a bi-weekly basis or more frequently, as needed, using EPX COACHing Model.
  • Ensure that team leads follow TIER by observing team huddles and providing feedback using TIER.
  • Facilitate daily/weekly performance check-ups and reviewing TL reports (e.g. attendance tags, floor sweep report, daily schedule compliance, forecast report, etc.) to support team leads in their daily tasks, responsibilities and providing real-time support to the team.
  • Effectively create team lead schedules, rosters and floor seat plans on a regular basis, and review, validate and approve requests within authorization limits (e.g. leave requests, credit requests, and endorsement of team leads' tasks to other team leads) to support the real-time needs of the team.
  • Effectively manage site/LOB real-time performance by reviewing and consolidating real-time reports (e.g. staffing, attendance, adherence, absenteeism, attrition, forecasted attrition, AHT, transfer rate, hold time, ACW, interval report, call-in report, system issues, OTP, coaching opportunities, etc.), communicating recommendations to the Operations Manager, and collaborating with TLs and other departments to implement action plans and projects to meet client requirements.
  • Effectively manage site attrition by performing agent intervention sessions, FGDs and collaborating with TLs and other departments to implement action plans and projects and ensure teammate engagement.
  • Facilitate the career development of TLs by conducting individual career development discussions on an as needed basis.
  • Uphold client policies to ensure that the client's business and its customers are protected.
  • Effectively manage situations that require use of judgement to identify, communicate and resolve issues including closing team and teammate feedback, and taking 2nd level and executive escalations, whenever applicable.
  • Report and collaborate with the other departments and the client, to address system issues.
  • Build a strong working relationship with team leads and other departments.
  • Build a strong team by interviewing officer candidates, facilitating FGDs, motivating team to prevent attrition, realigning roster (quarterly), and maintaining an effective working relationship with officers and other departments.
  • Ensure accuracy of teammate attendance bonus and incentives, team lead attendance bonus, cluster performance bonus, timekeeping, officer bonuses and validate teammate bonus disputes.
  • Effectively mentor officers to support promotions to the next level
  • Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.
  • Perform ad hoc tasks to support departmental needs and functions.

Requirements:

  • Candidate must possess a bachelor's degree in business-related field or at least 2 years of working experience as a supervisor in a call center/BPO industry specializing in service desk, team management and performance
  • Has a background in client and performance management
  • Strong leadership skills and ability to perform a wide range of duties
  • Excellent verbal and written communication skills
  • Strong organizational, presentation, interpersonal and consultative skills
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)
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