JOB SUMMARY
- The candidate will be responsible for overseeing the work of the entire operations, SOW’s and improving program performance through coaching, mentoring and performance appraisals.
- Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports
- Responsible for developing organizational strategies in support of program growth.
- Responsible for intraday and daily performance monitoring of a cluster of team leaders and call center representatives or of a particular shift on the operations floor. Also responsible for supporting business continuity and disaster recovery plans whenever necessary.
- Responsible for metric management of specific metrics as required by the client or by the company to meet program goals and objectives
- Responsible for supporting workforce required staffing levels to meet client service level requirements
- Responsible for managing team meetings and participating in operations leadership meetings
- Responsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as company information.
- Responsible for assisting in resolving conflict, issues related to people concerns
QUALIFICATIONS
- Bachelors and advanced degree.
- At least 5 years previous related experience directly related to the duties and responsibilities specified.
- Good Microsoft Office Skills
- Technical Support Experience
- Excellent written & verbal communication skills
- Ability to multi-task - can implement simultaneous projects in a timely manner and successfully meet program objectives
- Strong process flow management skills.
- Strong customer service orientation
- Strong negotiation and problem solving skills
- Attention to detail
- Patient in dealing with issues, is results driven, and has a positive attitude
- Can initiate account development strategies with new and existing clients
- Can formulate, plan, and implement business development strategies with respect to client specific needs.
Interested applicants may submit their resumes
to
Recruitment.Philippines@teleperformance.com
