BPO Performance Maximization Supervisor

5 days ago

Pasay, National Capital Region, Philippines EPX: EPERFORMAX CONTACT CENTERS Full time ₱120,000 - ₱150,000 per year

Responsibilities:

  • Analyze performance by conducting individual coaching sessions on a bi-weekly basis or more frequently, as needed, using ePerformax's COACHing Model.
  • Facilitate the career development of TLs by conducting individual career development discussions on an as needed basis.
  • Ensure accuracy and timeliness of periodic and ad-hoc reports to support the measurement needs of the program.
  • Maintain database of all reports and processes handled by the team to facilitate efficient tracking of the program's historical data.
  • Manage shift schedules and rest days of the Data Analysts to ensure full coverage and support.
  • Conduct training and/or refresher sessions for Data Analysts on how to create periodic and ad-hoc reports and to understand the contents and purpose of said reports to ensure that standard process is followed.
  • Initiate and facilitate development and implementation of new reports in order to support program and department reporting needs.
  • Create quarterly reports audit, tools usefulness, and service quality evaluation to be used in staffing and occupancy review, maximization of productivity, increasing the team's capability and efficiency in analyzing customers' reporting needs.
  • Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.
  • Build a strong team by interviewing Data analyst candidates, facilitating FGDs, motivating team to prevent attrition, realigning roster (quarterly), and maintaining an effective working relationship with Data analysts and other departments.
  • Perform ad hoc tasks to support departmental needs and functions.

Requirements:

  • At least 2-year college degree (communication arts and education majors preferred)
  • 2 to 3 years of working experience as a supervisor in a call center/BPO industry specializing in Analytics and Quality
  • Six Sigma experience or exposure is preferred
  • Must be able to work autonomously with minimal instruction, guidance or supervision on standard performance analyses and projects
  • Detail oriented, accurate, analytical, and a strategic thinker
  • Strong verbal and written communication skills
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)

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