Act as an immediate supervisor and pace setter of agents assigned. Duties and responsibility include asses, measure and enhancement of productivity performance of agent’s activities associated to client service delivery and revenue generating effectiveness.
PRIMARY RESPONSIBILITIES
- Team Performance Management
- Ensure that assigned agents achieves its goals, daily productivity in a quality and timely manner
- Responsible for team productivity performance, productivity review, coaching, performance improvement plan, skills enhancement and development
- Training and Coaching
- Trains and motivates agents assigned to complete their job in a quality and timely manner
- Evaluate performance and coach agents for improvement or maintain performance according to targets set
- Be influential for employee career growth of the individuals managed ensuring business continuity through training and development. Developing staff to be the next ones in line.
- Leadership
- In charge of managing attendance of assigned agents on a daily basis.
- Communicates regularly and effectively with employees and others at all levels
- Creates a positive work environment that supports good morale, quality work and high
- Develops teamwork and sense of belonging to all members.
- Productivity
- Maintains a work atmosphere that contributes to employees sharing of ideas for continuous improvement
- Encourages initiative and new ideas from team members
- Keep members informed about the company and clients’ goals and results.
- Take responsibility for decisions made and shall be directly answerable for the productivity performance of the team
- SLA Compliance
- Completes and submits all necessary paperwork and reports thoroughly and on time.
- Fulfills all related duties of the position and perform other job-related tasks assigned by management
- Implements and follows the company rules and policies
Skills and Competencies
- Good Communication skills
- Leadership and team management
- PowerPoint and Excel skills
- Presentation skills
- Task management
- Productivity Analysis
- Ability to multitask in a fast-paced environment and act with sense of urgency
- Customer / client service
- Analytical, with problem solving skills
Accountability
- Reports to the Team Manager and Operations Manager
- Supervises and manages productivity of team members