BPO Team LeaderAsticom

JOB DESCRIPTION
Set clear team goals/KPIs and monitor agent/team performance
Provide coachings, mentoring, and employee development
Oversee day-to-day operations
Provide needed client and company reports and presentations
Execute disciplinary actions to agent on company violations with the guidance of HR department
Work with different support teams and POCs for needed operational requirements.
And, as the most important part of the scope, The team leader needs to ensure passing (if not exceeding) of company and client KPIs/metrics based on team/campaign performance accordingly:
SLA / TAT
AHT
QA score
Productivity
Willing to be assigned on 24/7 rotating shift
Develops plans to integrate best practices, continuously improve processes and manage tasks and activities to ensure progress.
Collaborates across a broad spectrum of key stakeholders: Client interaction.
Understand change impacts of initiatives, provide guidance and solve problems, frame issues and provide insight on considerations, pros/cons, etc., for decision-making and exercise influence to ensure contact center objectives are not adversely impacted.
Serves as a subject matter expert (SME) to internal and external stakeholders and manages cross-functional relationships.
QUALIFICATIONS
With Bachelor's Degree in any course
At least 2 years experience as BPO Operations Team Leader
Strong background in Client Management, People Management, and Customer Service
Can start as soon as possible
About the Company
ASTICOM TECHNOLOGY INC. is an HR shared service company established in March 2015. A part of the Ayala Group, its current services include Staffing Services, Payroll Administration, and Managed Services.
Asticom