Team Performance Manager

1 week ago

Manila, National Capital Region, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000

Job Title: Operations Team Leader

Job Description

As a seasoned leader, you will oversee the activities of a team of Customer Service Representatives (CSRs) ensuring they meet company and client standards. You will monitor team performance against specified metrics and provide support to improve or attain these metrics.

Key Responsibilities
  • Manage and lead a team of CSRs in call center operations, handling calls, resolving customer issues, and processing sales orders.
  • Ensure team members meet or exceed their goals and metrics regularly.
  • Conduct performance management activities including coaching, feedback, and assessment meetings.
  • Plan, assess, and provide feedback to facilitate team and individual goal achievement.
  • Monitor performance throughout shifts providing coaching and support as needed.
  • Handle escalation calls and coach team members on complex customer interactions.
  • Prepare performance reports and utilize data for coaching rewards and recognition.
  • Coordinate training sessions on policy updates and procedural changes.
  • Design and implement motivational programs and team activities.
  • Manage queue operations control call abandonment and ensure service levels are met or exceeded.
  • Address HR-related issues such as grievances attendance and performance in line with company policies.
Additional Information

This role involves managing team performance ensuring compliance with policies and motivating staff to achieve targets all within a customer-centric environment.

We promote diversity and inclusion ensuring equal opportunity in employment decisions.

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