About this role
Job Overview:
Manage assigned Team Leaders to meet performance, quality, customer satisfaction, efficiency
and hours/time goals by providing knowledge, support and guidance in accordance with
client-approved processes as well as internal company policies and procedures. Build and
maintain client relationship with day-to-day stakeholders.
Duties & Responsibilities:
Manage the performance and development of direct reports
● Formulate a daily/weekly and monthly plan of action by using all available statistical or
historical data as well as qualitative information
● Conduct regular triad coaching sessions to identify strengths and opportunities of assigned
Team Leaders
● Develop management skills of direct reports
● Conduct daily pre or post shift meetings to discuss and/or cascade critical information
● Conduct regular performance evaluation
Manage results and numbers
● Monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD),
year-to-date (YTD) and if possible, project-to-date
● Conduct daily pre or post shift meetings to discuss team stats/reports
● Ensure efficiencies are well-managed and at par with expectations to minimize unfavorable
impact on financial goals
● Ensure metrics and client service levels and turn around time are met
● Use trended data to analyze team performance and formulate action plans for improvement
● Prepare and submit daily, weekly, monthly and annual reports without delay
Ensure accountability among team members
● Manage and develop the team to meet and exceed program goals
● Provide regular feedback on performance of subordinates
● Document coaching sessions and prepare development action plan to address areas for
improvement
● Prepare appropriate documentation to ensure corrective action is taken to address behavioral
or performance related issues/opportunities of team members
Provide leadership and motivation to direct reports
● Set clear directions for the team through clear communication of goals and objectives, tasks,
assignments, etc
● Propose and/or implement simple incentive programs to help boost team performance
Give recognition to the team members’ group and individual achievements and prepare the
appropriate documentation/commendation
● Has a clear understanding and able to firmly and fairly implement company policies, code of
ethics and code of conduct
● Set a good example by strictly adhering to the company’s policies, procedures and guidelines
Develop harmonious working relationship and teamwork
● Establish open lines of communication within the team
● Conduct regular skip level meeting or focus group discussions (FGD) with agents
● Promote positive mental attitude
● Thrive as a leader in a fast-paced, high-energy, change-oriented environment
● Keep employee attrition and absenteeism within controllable limits
Qualifications
* At least 1–2 years of experience as an Operations Manager in a BPO environment.
* At least 6 months of experience in messaging or chat support operations.
* Preferably with Healthcare background but not required
* Proven experience managing Team Leaders
* Strong understanding of BPO metrics, KPIs, and SLAs.
* Demonstrated ability to drive operational performance and achieve business targets.
* Excellent leadership, communication, analytical, and problem-solving skills.
* Experience in performance management, coaching, and employee development.
* Ability to manage multiple priorities in a fast-paced environment.
* Willingness to work onsite in Eastwood, Quezon City