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Operations Team Leaders - Telco, Logistics and Retail Account

2 to 4 Years
With Business Certificates
Established in 2011
501-1000 Employees
6F eBloc 3 IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: Over 20
Posted On: January 17, 2022
Job ID: 389385

Details

OPERATIONS TEAM LEADERS - TELCO, LOGISTICS AND RETAIL ACCOUNT
 
Responsibilities:
  • Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
  • 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 teams 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.
  • Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
  • Efficiently coach associates in meeting the metrics
  • Manage and drive performance from the Associates in meeting SLAs and KPIs
  • Manage team attrition
  • Collaborate with the different support groups Recruitment, Training, Quality, HR, Workforce to improve agent profiling and performance
Requirements:
  • Preferred: Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Experience in handling a Logistics (non-voice/voice), Retail and Telco program is required
  • Analytic
  • Results-oriented
  • Process-oriented
  • Applicants must be willing to work in Asia Town IT Park
  • Preferably Supervisor specializing in Customer Service or equivalent.

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