Essential Duties and Responsibilities
Manage and direct the daily activities of the Team Leaders and FTE's, including creative resource planning and implementing call center strategies and operations.Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff.Provide a career path for advisors up for promotion or those who like to level up through an effective and comprehensive training plan. Carry out needs, assessments, and performance reviews to officers.Setting and meeting performance targets for efficiency and quality. Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.Practice and ensure compliance with all policies and procedures of the company. Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience. Coordinate with Recruitment, IT and liaise with HR team
Requirements
High level of initiative, accountability, and self-motivationStrong customer service orientationThe ability to build a productive and highly engaged work environmentMaintain calmness and composed under tight pressure and provocationsAbility to work independently and take responsibility for seeing things through to completionAttention to detailOpen to feedback and criticismBachelor's/College degree2-5 years of experience working as a Team Manager in a BPO settingStrong leadership, people management, administrative, and numeracy skillsStrong written and verbal English communication skillsProven experience in developing and maintaining relationships with key internal and externalTeam facilitation and training skills.Commitment to delivering to the highest quality first timeProven ability to work to deadlines and under pressure with a positive attitudeAbove Average communication skills in English
