Team LeaderTASQ Staffing Solutions

Role Purpose
The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.
Do
Ensure process is executed as per the client contract
Conduct briefings before every shift to drive focus on keymetrices and debrief at the end of the shift to drive focus of the teamon quality and adherence to contract compliance processes
Prepare notes from the huddle meetings and share it with theteam
Prepare and share the performance data of the team with theclient at the end of the shift
Interact with the client and prepare note to share updates andchanges with the team
Review the performance on the key process metrices and conductRCA to improve quality parameters
Prepare presentation on weekly and monthly performance data forthe manager to be shared with the client
Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects
Be part of the discussion between manager and WFM team onforecast and number of agents required
Organize fun hours on Friday for the team to promote teamengagement
Identify opportunities for automation within the account andshare it with the manager
Provide details and data to the automation team to support theautomation initiative
Drive performance of the team on the identified metrices ofthe process
Review last 6-8 weeks performance data (RAG) and identify lowperformers
Provide feedback and coach the outliers/ low performers toimprove their performance metrices
Prepare Performance Coaching & Counselling Plan (PCCP) todocument and support the low performers
Handhold the employees on performance on process and monitor forimprovements
Identify training needs for new joiners especially and tracktheir daily progress
Conduct process trainings as well as refresher trainings areprovided to bridge the capability gap or if there is any change from theclients end
Stakeholder Interaction & Management
Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts
Interact and engage with the client manager to communicate andupdate progress against account plan, project delivery etc.
Participate in monthly review meetings with Account Deliveryleadership updating them on the status and progress of the account
Work with quality team to ensure the quality improvements as perthe delivery standards of the contract
Provide timely assistance in case of an escalation and supportresolution of escalations/ issues
Effective Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement within the team
TASQ Staffing Solutions

Cebu City, Cebu
Permanent
Full-time