Team Leader - with 15k signing bonusOpen Access Marketing Philippines Inc

Description
ABOUT THE COMPANY
Open Access BPO has been providing business process and call center outsourcing solutions to a host of international clients since 2006. We are experienced in designing, implementing, and managing critical business processes and call center solutions for clients around the world from our five (5) operational centers. Our Vision is to create an organization that serves the best companies in the world in an environment that is a great place to work for our employees.
Job Description
• Provide weekly 1:1 coaching sessions with every team member
• Provide feedback and action plans to ensure that the program goals are met.
• Conduct group meetings with the agents to go over feedback, quality and coaching strategies
• Provide trending so that each member sees where they are at in terms of performance.
• Identify trends across the team and individual analysts from QA Scores and Productivity numbers
• Ensure low performers are provided coaching logs or PIP's (Performance Improvement Plans) as necessary to help them succeed
• Address disciplinary and performance based opportunities according to OAM Company and Project Guidelines.
• Assess current project processes in place and provide suggestions on improvements and adjustment.
• Come up with creative ways on how to motivate team and drive performance.
• Disseminate all new updates and company or project policies to the team.
• Communicate any immediate issues with the team - current user bugs, procedure updates etc..
• Provide floor support/coaching on the spot
• Adhere to other tasks given by OAM Management
Program Specific Responsibilities:
• Main point of contact for team's day to day operational activities
• Check queue volume for the day - understand the volume trends and where the agents need to be placed in order to meet SLA.
• Check email from Client and other communication channels for any updates or changes that have occurred
• Resolve cases/tickets/calls/escalations as needed by the client
• Adhere to other tasks given by the client
• Reconcile agents hours in client time tracking - confirming the information is correct and making adjustments as necessary to ensure correct billing hours and productivity count
• Coordinate with reporting team to prepare and send out End of Shift reports daily
• Meet with client weekly to go over any struggles, feedback, case examples to walk through. Help develop meeting agenda for weekly team meetings.
• Conduct official quality checks if needed
BENEFITS: 30-35K Salary Package,
Requirements
Minimum education level: Vocational
2 years of experience
Language(s): English ,Tagalog
Knowledge: Customer service
Availability for travel: No
Availability for change of residence: No

₱ 35,000.00 monthly ·  Makati, National Capital Region ·  3 minutes ago