Operations Team Leader

7 days ago

Manila, National Capital Region, Philippines IFIVE INC. Full time ₱900,000 - ₱1,200,000 per year

OPERATIONS TEAM LEAD

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent

ROLE OVERVIEW

We are looking for an Operations Team Lead to be part of our team.

  • He/She is responsible for managing the day-to-day operations of the Team assigned to him/her.

MAIN RESPONSIBILITIES

  • Responsible for meeting overall Metrics for Quality Control
  • Managing call center representatives, and providing coaching and development, in accordance with the metrics on their performance scorecard.
  • Assisting with the development of policies, processes and reports.
  • Performance management, including issuance of corrective action and due dismissal of underperforming staff in line with the company policies.
  • Completing daily/weekly/monthly reports outlining individual and/or team performance such as, but not limited to attendance, QA and productivity reports.
  • Tracking and reporting the teams needs which may include but are not limited to: IT needs, payroll and HR.
  • Ensuring that members of the team are adhering to company policies such as but not limited to order handling guidelines, schedule adherence, internal leave and attendance policies, etc.
  • Communicating updates to the members of the team following the principles of the 3-legged stool and changing communication.
  • Meeting timelines for payroll, incentive and scorecard validation.
  • Ensuring coverage in all queues and accordingly report challenges to appropriate groups.
  • Responding to emails, zoom messages and other means of communication, in a timely manner.
  • Other duties as assigned

REQUIREMENTS

  • At least three (3) years of work experience in the BPO Industry, two (2) years of which in supervisory capacity.
  • Displays excellent verbal and written English language skills, with strong business writing skills.
  • Displays ability to collaborate with employees across all levels and use different communication styles.
  • Displays ability to use the computer using the Windows environment, including MS office applications, electronic mail, internet etc.
  • Amenable to work on a nightshift schedule.
  • Willing to work on site in 8th Robinsons Bridgetowne - Zeta Tower, Quezon City.

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