Overview

• Salary

  70,000 PHP ~ 100,000 PHP

• Industry

  BPO / IT BPO / Call Center

• Job Description

  This position is responsible for providing leadership and support to a team of language, script or document translators and oversee their performance against specified account / program metrics (KPIs) and provides the necessary support and assistance in order for these metrics to be improved on, attained or exceeded. You will regularly perform tasks related to administrative duties and team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance to the Management team. Technical skills and attention to detail to manage projects to achieve quality expectations, timelines and budget are a necessity for this position
  As the LO, you will report directly to the Director.
  JOB RESPONSIBILITIES
  • Reports to the Director.
  • Manages and oversees the activities of a team of translators ensuring quality of work and that each individual performs at par with the standards set by the company and the client.
  • Monitors the performance of each team member against specified account / program metrics (KPIs), and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.
  • Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance.
  • Performs administrative duties for the team (attendance, adherence, et al)
  • Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
  • Coordinates and acts as first point-of-contact with all clients for smooth implementation of the services we provide them.
  • Analyzes and maintains all service level and contractual requirements.
  • Responsible for making all the reports needed by each client of the company.
  • Ensures department operates efficiently according to program and company measures and policies
  • Maintain understanding of program specific training.
  • Resolve escalated client/customer complaints.
  • Determine appropriate staff-management levels and implement strategies to ensure the efficient operation of the department.
  • Coordinate, plans, and assigns work for staff in accordance with the organization’s policies and applicable client requirements.
  • Prepare guidelines, training materials and tools, aligned to client specifications.
  • Ensure close and regular communication with all internal project stakeholders.