Process Leader

3 days ago

Taguig, National Capital Region, Philippines PEO Consulting Limited Full time ₱420,000 - ₱480,000 per year


Job Title: Process Leader Sales and Retention
Work set-up: Onsite in Taguig
Work shift: Shifting
Salary: 35,000 40,000 basic pay
Headcounts: 2

Qualifications:

Non-negotiable:

Good written and verbal communication skills & team management skills.
Mentoring, motivating skills and Coaching skills.
Must have Sales and Retention for 1-2 years of supervisory experience or 3-4 years of experience as an associate.
Excellent knowledge of MS Office and especially Excel.
Undergraduate/Graduate
Amenable to work onsite and ASAP

Responsibilities:

Leads a team of customer service associates and motivates them to achieve the team SLA.
Consistently achieves all KPIs and SLAs set by the clients with strict adherence to Quality parameters.
Floor walks regularly for at least 5 12 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Strong organizational, planning and analytical skills.
Basic arithmetic and statistical skills for analysis of data and generation of reports.
Problem-solving skills
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.
Interacts with the quality team to seek feedback on the teams performance and team quality scores.
Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
Holds team briefing and de- briefings before and after each shift.
Organizes weekly team meetings to update the associates on any process changes, quality issues and
team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
Organizes the monthly team outings in coordination with the associates and the team members.

 

Qualified and Interested Candidates should send CV to



Working Place:

Taguig

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