- Location
- Davao City-SM Annex, Philippines
- Type
- Full-time
- Seniority
- Lead
- Experience
- 1+ years
- Source
- Workday
Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary:
The position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.
Essential Duties & Responsibilities:
Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
Reviews agent performance results daily to ensure all goals are met or exceeded
Analyzes and trends agent KPI/Sales performance
Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
Monitors and assesses employee calls to drive performance improvement plans
Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance
Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc.)
Reviews and distributes procedure changes/updates in a timely manner.
Ensures agents understand changes and are aligned with organizational/site goals
Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
Drives teamwork and team performance
Creates, implements, and supports call center initiatives
Orients newly assigned members and establish team mentor/buddies
Performs other assigned/related duties within the center as directed
Requirements:
Must have at least 1 year Team Leader experience
Must be amenable to work on site
Must be amenable to work in a fixed GY shift schedule
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
