Ensures achievement of targets and adherence to Service Level Agreement (SLAs) specified by the Client.
Establishes innovative systems and procedures for handling of data / reports and continuously improvises on them.
Ensures daily completion of logs as required by the process.
Ensures thorough knowledge of process related details.
Attends calibration session jointly with Quality and clients.
Monitor calls on a daily weekly basis.
Identifies process gaps and collaborates with the Client to formulate solutions.
Deal with escalation in a timely manner.
Any other assigned duties.
Sets targets for the team.
Measures performance of the team through performance appraisals and responsible for team motivation and retention.
Keeps track of leaves availed by team members & updates them with HR / leave policy whenever applicable.
Grooms and mentors the team members to handle more responsibility
Prepares development plans for every team member with a suitable action-plan.
Regularly assesses training needs to fill gaps in performance.
Plans and imparts necessary process- related training to team members wherever necessary.
Works as a team with other leaders providing assistance and seeking support wherever required.
Conducts regular briefings for the team to discuss performance, Organizational policies and process updates.
Takes disciplinary action (DAP) or issue a Corrective Action Policy (CAP) letter/s as per requirement.
Address feedback received from Quality to all team members.
Assist in recruitment process.
Graduate from a recognized Institute or University in any discipline
Minimum 1 year of work experience for the position
Must have chat/email experience
Can start asap
Must be flexible with changes
*Please note that the salary package that we can offer to all the aforementioned role is Php23,000 to Php26,000 for the base pay and that excludes our fixed Php2,000 for the non-taxable allowance, depending on tenure.