BPO Team Leader

BPO Team Leader

Asticom Technology Inc
2-5 years
Not Specified

Job Description



JOB DESCRIPTION
. Set clear team goals/KPIs and monitor agent/team performance
. Provide coachings, mentoring, and employee development
. Oversee day-to-day operations
. Provide needed client and company reports and presentations
. Execute disciplinary actions to agent on company violations with the guidance of HR department
. Work with different support teams and POCs for needed operational requirements.
. And, as the most important part of the scope, The team leader needs to ensure passing (if not exceeding) of company and client KPIs/metrics based on team/campaign performance accordingly:
  • SLA / TAT
  • AHT
  • QA score
  • Productivity

. Willing to be assigned on 24/7 rotating shift
. Develops plans to integrate best practices, continuously improve processes and manage tasks and activities to ensure progress.
. Collaborates across a broad spectrum of key stakeholders: Client interaction.
. Understand change impacts of initiatives, provide guidance and solve problems, frame issues and provide insight on considerations, pros/cons, etc., for decision-making and exercise influence to ensure contact center objectives are not adversely impacted.
. Serves as a subject matter expert (SME) to internal and external stakeholders and manages cross-functional relationships.
QUALIFICATIONS
  • With Bachelor's Degree in any course
  • At least 2 years experience as BPO Operations Team Leader
  • Strong background in Client Management, People Management, and Customer Service
  • Can start as soon as possible

About the Company ASTICOM TECHNOLOGY INC. is an HR shared service company established in March 2015. A part of the Ayala Group, its current services include Staffing Services, Payroll Administration, and Managed Services.

Job Source : careers.asticom.com.ph

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