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Team Leader for Operations

2 to 4 Years

OfficePartners 360, Inc.

Established in 2016
51-200 Employees

Lahug, Cebu City, Cebu

Total vacancies for this job title : 5

Posted On: May 10, 2021

Job ID: 379413

Details


Join as a Team Leader for Operations
 
Qualifications:
  • With at least 1-2 years of experience as a Team Leader, preferably with experience
  • Knowledgeable in managing NPS or CSAT and AHTsu
  • Should have finished at least 2 years in college or equivalent.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule
  • Should have at least minimum Computers specs : i5 , 8GB RAM, Windows 10, with Webcam and Noise Cancelation Headset.
Responsibilities:
  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ("KPIs") and financial expectations.
  • Provide excellent customer service and determine the needs of the client.
  • Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
  • Participate in the development and presentation of proposals for business development.
  • Balance the needs of key stakeholders and ensure the team they are involved with are aware of the combined end goals.
  • Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
  • Communicate expectations to employees and provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training.
  • Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
  • Efficiently coach associates in meeting the metrics
  • Manage team attrition
  • Collaborate with the different support groups Recruitment, Training, Quality, HR, Workforce to improve agent profiling and performance

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