Team Leader BPO
1 week ago
On-site - Taguig 3-5 Yrs Exp Diploma Full-time
Job DescriptionDescriptionOperations Point of Contact: Responsible for day-to-day operations, including issue resolution, meeting goals, and targets.
Primary Duties:
- Conducts performance reviews and participates in performance management initiatives.
- Acts as a liaison for both internal and external groups for program initiatives.
- Contributes to creating, launching, and driving critical account initiatives and programs.
- Provides inputs to policies and processes impacting operations.
- Manages a team of CCRs to ensure optimal execution of operations activities, ensuring each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis.
- Coordinates with workforce for staffing requirements and scheduling of agents, considering leaves, absences, and attrition.
- Arranges schedules to meet service metrics by efficiently handling forecasts and/or spikes in calls.
- Hires, trains, coaches, counsels, and evaluates the performance of direct reports.
Minimum qualifications include relevant experience and a diploma.
Working LocationIf the position requires you to work overseas, please be vigilant and beware of fraud.
If you encounter an employer who has the following actions during your job search, please report it immediately:
- withholds your ID,
- requires you to provide a guarantee or collects property.
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