Operations team leadiFive Inc.

Job Description
Highlights
Competitive compensation and benefits packages
Continuous professional development and learning opportunities
Regular engagement activities and events
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OPERATIONS TEAM LEAD
Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!
ROLE OVERVIEW
We are looking for an Operations Team Lead to be part of our team.
He/She is responsible for managing the day-to-day operations of the Team assigned to him/her.
MAIN RESPONSIBILITIES
Managing a maximum of 15 call center representatives, and providing coaching and development, in accordance to the metrics on their performance scorecard. Coaching and developmental activities include the following but are not limited to call monitoring, quality evaluations, performance coaching, behavioral coaching, career-pathing, red zone intervention, etc.
Assisting with the development of policies, processes and reports relating to the Team Performance
Completing daily/weekly/monthly reports outlining individual and/or team performance such as, but not limited to: attendance, QA and productivity reports
Tracking and reporting the team's needs which may include but are not limited to: IT needs, payroll and HR
Meeting timelines for payroll, incentive and scorecard validation
Requirements
At least three (3) years of work experience in the BPO Industry, two (2) years of which in supervisory capacity preferably healthcare account.
Displays excellent verbal and written English language skills, with strong business writing skills.
Displays ability to collaborate with employees across all levels and use different communication styles.
Displays ability to use the computer using the Windows environment, including MS office applications, electronic mail, internet etc.
Amenable to work on a night shift schedule.
Willing to work on site in Tower 1 Rockwell Business Center, Ortigas, Pasig.
Benefits
HMO and GLI on your Day 1 of employment
At least 18 days of paid time off
Mental Wellness Program which includes counseling sessions, and access to self-help tools and articles
Summary of role requirements:
Looking for candidates available to work on weekdays
More than 4 years of relevant work experience required for this role
Working rights required for this role