Team Performance Director
4 days ago
We're looking for an experienced Team Performance Director to join our Helpware team in Cebu, Philippines.
Job Description:The successful candidate will be responsible for driving the profitability of accounts/programs by ensuring client KPIs, goals, and targets are met. This includes maintaining company-set ratios for staffing and complementing forecasted call volumes with adequate manpower on the floor.
A key aspect of this role is leading, motivating, and developing a high-performing group of Team Captains/Leaders within a time-sensitive environment to deliver on high-quality customer experiences.
Main Responsibilities:- Performance Improvement
- Preparing reports and analyzing data to improve processes and maximize efficiency.
- Identifying areas for improvement and implementing corrective actions.
- Leadership and Development
- Leading, motivating, and developing a high-performing team of Team Captains/Leaders.
- Guiding team members on policy enforcement, including attendance, and creating/distributing reports to TCs.
- Client Relations and Strategy
- Driving the attainment of client-specified KPIs and targets.
- Liaising with Top Management and the Client regarding program performance.
The ideal candidate will have at least 2+ years of experience in people and client management, preferably in the BPO industry or similar capacity.
Key requirements include leadership and people-management skills, project management skills, excellent oral and written English communication skills, and adaptability to changing work schedules and hours.
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Center Director
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