Shift Manager

3 days ago

Quezon City, National Capital Region, Philippines Hinduja Global Solutions Full time

Shift Manager

DUTIES & RESPONSIBILITIES

  • Ensures Team and staff meet quality, productivity and attendance standards.
  • Monitors all areas of performance and takes action when necessary to ensure that standards are met across the board.
  • Works with Sr Operations Manager to champion continues improvement to more efficiently and effectively meet quality, productivity and attendance metrics.
  • Works with Operations Manager to further develop programs, implement policy.
  • Helps Team Leads identify specific opportunities in performance and behavioral areas to work on
  • Effectively uses discipline management but also creates incentive programs for all staff with the objective of meeting performance targets.
  • Conducts regular weekly triad sessions with agents and Team Leaders
  • Informs RTAs, IT, SOM and the client when necessary, when system is not working effectively.
  • Works with Team Leaders to resolve staff issues and grievances.
  • Prepares composite reports from individual reports of subordinates.
  • Interviews and staff's supervisor team
  • Participates in regular performance reviews concerning their LOBs.
  • Conducts weekly FGDs and skip level sessions.
  • Ensures agents' satisfaction levels with the workplace environment is consistently above standards.
  • Leads and facilitates activities that celebrate success and recognize good performance/behavior.
  • Ensures constant engagement of their teams in the company or program advocacy.
  • Effectively uses work tools as required Internal/external within the program as part of their workflow.

Education and/or Experience:

  • Minimum 4-year College Degree preferably in Management, Marketing or Psychology; anything below shall be approved by the BUH.
  • 2-3 years call center experience.
  • With strong people management background is a must

Work environment:

  • The work environment is professional office workplace. Business casual attire.

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