22000994_en - senior Manager - wfmSutherland

https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22000994&lang=en
PH
Job Description:
Responsibilities:
Presentation Communication Skills: Mentoring and Coaching
Ability to identify mentor opportunity based on Monitor evaluation.
Mentoring and training, including team building and morale boosting exercises
Conduct Huddles pertaining to Top Drivers and Transaction Opportunities observed.
Conduct one on one coaching with Consultant based on Coaching Model and Coaching process and Huddle Sessions
Establish the DESIRED outcome and Get the coachee's BUY-IN.
Create Coaching Log and Document
Create awareness on the coaching opportunity on Agent-level and Team Manager-level for Quality Advisory.
Operational Excellence : People Efficiency Metrics and Management (AHT, Attendance - Track / manage team attendance and availability, to ensure high utilization, Shrinkage, Attrition), Client Quality Metrics and Management (NPS, CR, FCR , ASAT/CSAT, Resolve Rate, Quality)
People management, Performance and Metric Management, Reporting, and Analysis
Qualifications:
Our most successful candidates will have:
3 years Manager experience for Sr. Mgr. candidates
Required to complete daily deliverables and QA Checklist and is expected to have at least 0 absences & 2 Tardiness in a month.
Expert level familiarity of Operating Systems (Windows 2000/NT, 9x, ME & XP)
Knowledge of internet technologies (Dial up, DSL, Cable Modem; Hardware & Networking; NIC, Modem; ISP, dialer application(s), email clients, browsers
Reporting and Presentation: Proficient in MS Excel and MS Power Point
No existing disciplinary action(DA) or NTE within 1 year
Sutherland

Davao City
Permanent
Full-time