Operations Team Lead

Operations Team Lead

Microsourcing Philippines Inc
Metro Manila / NCR
3 - 5 Years
Not Specified

Job Description

Responsibilities:

  • Regularly coordinate with the clients under your vertical regarding the status of the offshore team
  • Implement and monitor KPIs set by the client or MS
  • Monitor the team’s performance
  • Conduct coaching sessions and issuing corrective actions
  • Monitor and track the daily attendance
  • Implement policies, deadlines and standards set by the client
  • Handle complaints and queries from all staff
  • Provide day-to-day operational support
  • Resolve minor client and staff issues
  • Report to the Operations Manager and Head of Operations
  • Disseminate information to employees like updates on policies and company events.
  • Create, maintain and administer schedules for outsourced staff, in coordination with the client
  • Prepare and maintain statistical reports used in management decision-making – particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management
  • Develop of reports/processes that increase the ability of the offshore project to effectively and accurately plan accept
Minimum Qualifications

  • Candidate must possess at least a Bachelor's/College Degree, any field.
  • At least 3 year(s) of total working experience in the related field is required for this position.
  • Must have experience handling a team or a supervisory role in a BPO or Shared Services industry.
  • Experienced in creating KPIs and Control Measure points for variety of possible industries.
  • Experienced in Performance Management which includes creation of balance scorecards, performance improvement plan and incentive process
  • Strong decision making and problem solving skills and can work with minimum supervision
  • Experienced project manager who can handle at least 10 accounts or clients with maximum number of 30 staff.
  • Good communication and presentation skills
  • Root Cause Analysis skills
  • Amenable to work for flexible shifts and in MOA, Pasay

MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.

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