Operations Supervisor/team leaderIopex Technologies Inc.

Job Description:
• Identify recruiting issues and implement solutions
• Handle appropriate escalations and communicate to stakeholders when necessary
• Provide necessary training to new agents, as well as provide upskill training to tenured ones upon new department function or availability.
• Address client's needs:
o Daily Forecast
o Training Needs
o Data Analysis
o Reporting needs and assistance
• Establish and reinforce the team and individual metrics to drive performance
• Provide coaching and performance monitoring of team members
• Ensure timely communication of changes and new strategies to the team
• Meet performance standards, metrics and set goals set by the department.
• This includes analyzing data, quality monitoring, coaching to strengths and opportunities.
• Answering procedural and navigational questions, conducting side by side coaching and
conducting team huddles / meetings and updates are sent out.
• Develops and maintains positive relationships with clients through excellent customer relation.
• Attend meetings and calibrations with the client and cascade the same to the team
• Addresses client inquiries and ensures their needs are consistently met in a timely manner.
• Provide management with support in establishing process improvement to benefit of the
customer, the employee, and the management
Requirements:
• Candidate must possess at least a Bachelor's/College Degree, any field. Or college level with 5years total of BPO experience.
• Must be willing to work in rotating shifts and / or night shift at BGC, Taguig City.
• At least 2 years of experience as a Team Lead in a Call Center
• Must know how to handle and improve metrics
• Leadership and team building skills
• People management and development skills
• Basic project management skills
• General understanding of business and business needs
Summary of role requirements:
Looking for candidates available to work on weekdays, Saturdays and Sundays
2-3 years of relevant work experience required for this role
Working rights required for this role
Expected start date for role: 24 July 2023