Operations Manager
1 week ago
Job Summary:
Gratitude Philippines is seeking a highly skilled and experienced Team Leader to join our team. As a Team Leader, you will be responsible for leading a team of customer service associates and motivating them to achieve the team's SLA. You will consistently achieve all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
Key Responsibilities:
• Leads a team of 12- 20 customer service associates and motivates them to achieve the team's SLA.
• Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
• Floorwalks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers;
• Ensures an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Key Performance Indicators:
• Handles any escalations that an associate is unable to handle, solves process-related queries and handles grievances.
• Listens to calls and coaches the team to enhance performance.
• Monitors the calls/chat taken by the associates and provides them feedback.
Requirements:
• 2-3 years experience in BPO set-up and healthcare is mandated
• Excellent written and oral communication skills
• Strong knowledge of Excel and other Microsoft tools
• Open to undergraduates
• Willing to work on a night shift and can start immediately
• Strong organizational, planning and analytical skills.
• Basic arithmetic and statistical skills for analysis of data and generation of reports.
• Problem solving skills
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