Overview

• Salary

  60,000 PHP ~ 60,000 PHP

• Industry

  Call Center / IT-Enabled Services / BPO

• Job Description

  <Role Objective>
  •In- Charge of overall Team Management and ensures continuous day to day Operations for Inbound Voice Customer Support.
  
  <Role Responsibilities>
  <Communication Proficiency>
  •Conduct team meetings with direct reports to ensure desirable communication of relevant information and as an open forum input from agents. Uses appropriate judgment in upward communication regarding department or employee concerns.
  •Equipped with key skills required associated with leadership– motivating, recognizing and rewarding, coaching, counseling, training, problem solving, organizer and a good communicator.
  •Responsible for keeping their agents informed of what is happening in the center and anything that may impact on the agents
  •Communicate expectations to new employees and provide business updates and changes.
  
  <Technical Capacity>
  •Provide technical escalation support to agents providing guidance in problem solving customer issues. Responsible for providing quality and efficient service to customers. Receive escalation from agents and provide effective customer solutions.
  •Track open / pending cases or escalations of the team. Research and evaluate alternative solutions and recommend the most efficient and cost effective solution considering requirements
  
  <Operations Management>
  •Prepare required numbers of weekly QA Evaluation of the agents.
  •Meet on a regular basis with their Supervisor both to provide feedback but also to receive instructions or actions.
  •Manage team metrics and retention goals. Conducts focus group discussions for root cause and reasons for attrition.
  •Responsible for assisting the supervisors with development, analyses and implementation of staffing, training, operations, scheduling and reward/recognition programs.
  •Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
  
  <Staff Management and Development>
  • Responsible to review performance, provide feedback and coach the agents that they are responsible for. Develop the necessary skills and competencies.
  •Responsible for daily one on one supervision and management of all agents on assigned team
  •Provides statistical and performance feedback and coaching on a regular basis to each team member.
  •Coach and mentor agents to ensure goals are met on a timely manner.
  •Identify performance related issues and develop an action plan for improvement.
  •Conducts weekly coaching session, provide feedback to agents on their daily performance and behavioral activities in a timely manner.