Job Openings Operations Team Lead

About the job Operations Team Lead

Highlights

  • Competitive compensation and benefits packages
  • Continuous professional development and learning opportunities
  • Regular engagement activities and events

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OPERATIONS TEAM LEAD

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for an Operations Team Lead to be part of our team.

  • He/She is responsible for managing the day-to-day operations of the Team assigned to him/her.

MAIN RESPONSIBILITIES

  • Managing a maximum of 15 call center representatives, and providing coaching and development, in accordance to the metrics on their performance scorecard. Coaching and developmental activities include the following but are not limited to call monitoring, quality evaluations, performance coaching, behavioral coaching, career-pathing, red zone intervention, etc.
  • Assisting with the development of policies, processes and reports relating to the Team Performance
  • Completing daily/weekly/monthly reports outlining individual and/or team performance such as, but not limited to: attendance, QA and productivity reports
  • Tracking and reporting the teams needs which may include but are not limited to: IT needs, payroll and HR
  • Meeting timelines for payroll, incentive and scorecard validation

REQUIREMENTS

  • At least three (3) years of work experience in the BPO Industry, two (2) years of which in supervisory capacity preferably healthcare account.
  • Displays excellent verbal and written English language skills, with strong business writing skills.
  • Displays ability to collaborate with employees across all levels and use different communication styles.
  • Displays ability to use the computer using the Windows environment, including MS office applications, electronic mail, internet etc.
  • Amenable to work on a nightshift schedule.
  • Willing to work on site in Tower 1 Rockwell Business Center, Ortigas, Pasig.

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