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Operations Team Lead - Billing (Market!Market!)

Keywords / Skills : Excel

Posted: 12th Sep 2017

Team Leader/ Technical Leader
Bachelors/ Degree
Posted On
12th Sep 2017
Job Ref code
Job Description

Manages and oversees the activities of a team of CIAs and Sr. CIAs, ensuring that each individual perform at par with the standards set by the company and the client. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates). Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company. ,Responsibilities:,
  • Leads and manages a team of CIAs and Sr. CIAs in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
  • Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle. Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
  • Walks the floor and monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary. Provides positive andf constructive feedback on what individual team members need to do in order to attain their daily targets.
  • Handles escalation calls from CIAs and Sr. CIAs as, exercising discernment on whether or not individuals are capable of handling complex customer calls. Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
  • Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program. Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring. Maintains transparency with the group on team / individual performance achieved.
  • Brainstorms with fellow Team Captains, the Asst. Operations Manager, and the Operations Manager to discuss various issues / problems faced by their respective teams. Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.
  • Prepares and submits reports on team performance to the Asst. Operations Manger / Operations Manager. Discusses overall team performance in relation to the objectives of the Company and the program / account. Determines areas for improvement of the account’s performance and translates these to action plans for the team.
  • Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents. Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.
  • Motivates and inspires agents to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities. Designs incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client.
  • Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CIAs / Sr. CIAs on the floor.
  • Acts as a Human Resources and Employee Relations point-person, having the jurisdiction to address employee grievances in line with the Company’s policies / procedures and the Labor Code of the Philippines. Takes initiative in acquiring the necessary Human Resources knowledge in order to increase one’s supervisory capabilities. Primarily handles employee grievances / issues (i.e. attendance, performance, behavior and attitude) prior to escalating these to the Human Resources - Employee Relations Manager.
  • Attends to Compensation and Benefits concerns of assigned CIAs / Sr. CIAs, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.
  • Bachelor’s Degree in any field.
  • At least two (2) years call center operations experience as an Agent or Senior Agent, specializing in Customer Care and / or Marketing and Sales operations.
  • Working knowledge of call center operations and organization required. Prior knowledge of client-specifics preferred. Proficiency with MS Office applications (i.e. MS Word, Excel) and other call center-specific software / systems (i.e. Baleen, Blue Pumpkin, Avaya).
  • Supervisory and people-management skills. Time and project management skills. Excellent oral and written communication skills. Fluency in the English language. Adaptive to changing work schedules and working hours. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills.

Key Skill(s)

About Company

A pioneer in the global call center outsourcing and IT development industry, TELUS International Philippines is backed by a multi-national, multi-billion dollar Canadian telecommunications giant. TELUS International delivers extraordinary customer service and value to the world’s most sophisticated clients.

We provide a full range of cost-effective, high-quality call center outsourcing services and IT solutions for customer care, sales, technical support, market research, back-office support, IT development and business process outsourcing. Our clients include companies in the telecommunications, financial services, computer electronics, gaming, energy and utilities industries.

Our people are dynamic, think on their feet, and can quickly and effectively resolve customer inquiries. All of which underpins our commitment to clients: superior service quality and cost-effective delivery of call center and IT outsourcing solutions.

The TELUS International Philippines team work together to deliver future friendly services, and the TELUS values guide the way:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate
Career Advice to Find Better

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Ironically, years of experience or having valuable expertise can sometimes put you in a tough spot and leave you feeling frustrated and discouraged. You cannot control where

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