Team Lead (Telco/Voice)

Team Lead (Telco/Voice)

AFNI Philippines Inc.
Not Specified
Not Specified

Job Description

Team Lead (Telco/Voice)

Position Purpose:
The Project Coach is responsible for entry-level supervisory duties and the support and development of Collectors. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality-related coaching and providing feedback.
Essential Functions and Responsibilities:
  • Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans. Provides ongoing training for performance improvement.
  • Executes Recovery strategy to achieve Afni's objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
  • Performs supervisory functions that include the mentoring and motivating of Collectors as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
  • Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews

Minimum Requirements:

  • At least 4 months tenure in the company

  • Average of 90% of attendance adherence for the past 3 months

  • At least 3.0 average scorecard for the past 3 months
  • Clearance from any EE/WW/GSO/EIC

Job Details

Employment Types:




Do Your Best Work and Grow Your Career When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. Our award-winning training and development programs get you ready to work and grow. If you're the kind of person who wants to build a career and learn new things, we'll provide the path and the tools to get you there. You bring the motivation and commitment. Our Location Commonwealth Ave. Diliman Commercial Complex, Quezon City, Philippines See it on a map and get driving directions. Directions

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