Team Performance Manager

6 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time

Job Description:

  1. As a Team Performance Manager, you will be responsible for leading and managing a team of Customer Service Representatives (CSRs) in the optimal execution of call center operations activities. This includes taking calls, addressing customer issues and complaints, placing sales orders, and ensuring that each team member meets or exceeds their goals and metrics on a daily, weekly, and monthly basis.

  2. Your primary responsibility as a Team Performance Manager is to conduct performance management activities for team members supervised. This involves conducting timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle. You will ensure that personal and team goals are set, and provide the necessary coaching, mentoring, and assistance in order for team members to achieve their targets. Additionally, you will monitor each team member's performance throughout the shift, providing assistance, coaching, and mentoring as necessary.

  3. You will also handle escalation calls from CSRs, exercising discernment on whether or not individuals are capable of handling complex customer calls. Furthermore, you will impart knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.

  4. A key aspect of this role is preparing reports on top and bottom performers and cross-checking this with overall metrics for the account or program. You will utilize tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring. Maintaining transparency with the group on team or individual performance achieved is crucial.

  5. As a Team Performance Manager, you will brainstorm with fellow Team Leaders and the Operations Manager to discuss various issues or problems faced by their respective teams. You will analyze and determine what affects agent or team performance, establish solutions, design new incentive programs, and improve working conditions based on findings.

  6. An essential duty of this role is preparing and submitting reports on team performance to the Operations Manager. You will discuss overall team performance in relation to the objectives of the Company and the program/account. Determining areas for improvement of the account's performance and translating these to action plans for the team is critical.

  7. You will ensure that all team members are aware of policy and procedural updates by coordinating for or facilitating recurrent training of agents. Gathering information on Client updates on policies and procedures, and conducting weekly training sessions that center on procedural updates/changes in order to familiarize agents is vital.

  8. Motivating and inspiring all team members to perform better is a key responsibility of this role. You will formulate and implement regular (i.e. weekly, monthly) team activities. Designing incentive-based programs aimed at motivating agents to attain different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client is essential.

  9. You will manage the queue and control abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensuring that passing service levels are met and/or exceeded by maximizing the headcount of CSR's on the floor is crucial.

  10. This role also requires acting as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company's policies/procedures and the Labour Code of the Philippines. Taking initiative in acquiring the necessary Human Resources knowledge in order to increase one's supervisory capabilities is vital.

  11. You will attend to Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracking and indicating hours of overtime and night differential rendered by each assigned agent for the proper computation of salary is essential.

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