IJP: Assistant Team Lead - YFz AU (Palawan)

Key Responsibilities:

Managing the daily operations of the contact centre

• Ensure staff levels are in line with incoming volume patterns to ensure that
  service levels are achieved with the target % set by the Director of
  Customer Care), e.g if 2 agents call in sick ensure you find coverage.

• Plan breaks for each team member a week in advance and ensure agents
  take their breaks at the allocated time. This must be monitored and
  adjusted based on incoming volumes.

• Daily attendance/arrival times and real-time status usage of individual
  agents are to be monitored closely to achieve the highest level of
  productivity and it needs to be ensured that times worked are always
  recorded correctly.

• Set priorities, plan workload, meet deadlines.

• Communicate updates, overall team performance and statistics to the team
  on a regular basis.
• Ensure you are real-time monitoring the performance of the customer care
  team and individual agents' performance.
• Work alongside the logistics team and couriers to ensure all delivery
  information is communicated correctly to agents in an effective manner.
  Reporting to the Project Lead and Director of Customer Care ) and other
  Team Leaders (End of shift report).
• Be flexible to manage any other ad-hoc campaigns that HelloFresh
  implements.

Performance Management / Ensuring the team is meeting the KPIʼs set bymanagement

• Play an integral role in achieving and maintaining Contact Centre KPIʼs set
  by management both in terms of supervising agentʼs to achieve
  individual and group targets, and focusing on personal performance and
  leading by example.
  
• All Agents should have a view of the performance from the previous day as
  a team and their individual performance. You are responsible for holding
  daily huddles/briefings for your team to discuss updates, performance, motivate your team and acknowledge agents.
• A large portion of your week should be spent understanding your agent's
  performance, spending time coaching and shadowing agents to provide
  real-time feedback, support and guidance.
• Working alongside the local Training & Quality Specialist and QA Coaches
  to assist your team in the achievements of KPIʼs, understand areas of
  improvement with their QA and to discuss any concerns in knowledge
  gaps.
• Attend regular meetings with our Training & Quality Manager to identify any
  areas of concern with the Contact Centre, assess Agentʼs and discuss
  positive & negative points, and then ensure resulting actions are
  followed up/implemented.
• You must follow the correct HR procedures when managing agents'
  performance, Performance Improvement Plans (PIP) must be
  documented and organised correctly alongside our HR Coordinator or
  with external contacts.
• Manila only NTEʼs should be managed on time and with a matter of
  urgency to avoid any negative behaviours continuing. You must keep
  your local HR team informed.
• Proactively flag any critical agent issues with performance/attendance and
  flag with the Project Lead or HR if necessary.

Staff recruitment, planning & development

• Attend group interview sessions when requested to provide a Team
  Leaderʼs perspective on the role, setting expectations from the interview
  process.
• Ensure existing documents are accurate and reflect current work
  procedures and policies.
• Being involved in training sessions when required.
• Work on process improvements, identifying areas of improvement within
  the Contact Centre.
• Onboard new employees into your team once onboarding training has
  been completed. Work with the Training & Quality Specialist / Manager
  to ensure a smooth transition from training into your team. All logins,
  equipment, policies and procedures, and expectations should be made
  clear to anyone new joining your team.

Motivating and retaining staff / Leading by example

• Create a motivated and positive working culture within your team in
  alignment with the company values.
  
• Provide feedback to the Project Lead and Director of Customer Care when
  you notice an area of improvement.
• High le100% competency as a Customer Care Agent and must show evidence of
  being on queue to maintain your knowledge and support during ʻcriticalʼ
  periods 
• Maintain a high level of working knowledge of procedures, the product
  itself, promotions, Logistics, Abiliware
• Act as a point of escalation for Agentʼs and assist in solving issues wherever
  possible providing coaching to agents along the way. The Training &
  Quality Manager/ Specialist is your source of knowledge and should be
  used as a guide when unsure of a procedure.
• Lead by example by demonstrating correct OHS. Report concerns to the
  Contact Centre Manager. Ensuring your office is a safe environment for
  your team.
• Ensure the team feels fully supported on the floor at all times.

Customer Care Overall Performance

• Minimise response times in order to increase customer satisfaction.
• Work with our RTA team to ensure service levels are achieved daily and that
  your agents are displaying the correct behaviors (not responding / ACW
  etc).
• Deep dive into areas which are underperforming and coach your agents.
  Work with your agents to understand where you can support them in terms
  of process improvements and knowledge gaps to ensure they have the best
  chance of achieving the KPIʼs set.

Handling customer complaints

• Demonstrate the highest standard of customer service setting the
  benchmark for agents to emulate.
• Negotiate outcomes for the best customer and company resolution, follow
  compensation guidelines. When going outside of these guidelines you
  must gain approval from the Contact Centre Manager.
• Investigate cause and discuss ongoing process improvements to minimise
  complaints.

Phone System maintenance & monitoring

• Understand full functionality of the hardware and software platforms we use.
• Maintain the Contact Centre wallboards making sure they are always
  available and logged in.
• Be a point of contact for out of hours IT support should the phone system or
  internet go down
• Discuss any faults or problems with managers.
• Be across all IT procedures and contacts.

Skills & Attributes

• Proven leadership ability / potential
  
• Strong people management skills
• High level of contact centre knowledge including contact centre systems and metrics.
• Exceptional customer service knowledge and ability
• Performance Management experience.
• High level of computer skills (especially MS Excel)
• Coaching and training experience.
• Confident and articulate communication skills
• Can do positive attitude
• Leads by example
• OH & S
• Ability to implement and integrate continuous improvements and strategies as outlined by the Manager