Operations Team Leader

Overview

Looking for full-time work (8 hours/day)

at $7.40/hour ($1,302.40/month)

Bachelors degree

Last Active

November 21st, 2024 (3 days ago)

Member Since

June 28th, 2022

Profile Description

More than 10 years of BPO experience for management and support role supporting voice and non voice across multiple campaigns for Customer Service, Sales, Healthcare, and Credit Balance.

Operations Management

- Functional Expertise - 
* Provides customer care support to the team and acts as back-up if volume is high
* Disseminates product/process updates to staff
* Responds timely and accurately to the escalations of the Level 1 support
* Anticipates and foresees the requirements of customers based on previous data and precedents
* Takes proactive responsibilities in dealing with customers
* Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone/independently

- Customer Satisfaction - 
* Generates reports based on team deliUpgrade to see actual infobles and presents to management and counterparts
* Escalates specific issues and provides recommendations to customers to address them
* Assists direct reports in resolution of escalations on the area of specific support
* Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
* Schedules, coordinates and facilitates internal customer communication
* Works closely with counterparts/POCs to identify loopholes and process gaps
* Supports projects related to quality improvement (such as Think Customer, QMS, etc.) and handle s ad hoc tasks to support the objectives of the management
* Participates in business conference calls

- Internal Operations Management -
* Ensures the Service Level Agreements are on target
* Participates in goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the oUpgrade to see actual infoll business
* Accountable for the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
* Submits period reports on metrics/KPIs/Dashboards to determine performance against SLAs of the team
* Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit
* Monitors schedules of employees to ensure proper shift coUpgrade to see actual infoge
* Plans, assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
* Analyzes, explains and addresses variance between current and target performance
* Implements policies on the filling, documenting and approval of time and attendance administration
* Identifies and documents changes in the roles, responsibilities, accountabilities and workload of employees to properly determine volume headcount ratio, work scope

- Staff Management and Development -
* Evaluates individual performance and conducts performance discussions to keep everyone on track
* Performs regular coaching to enhance the performance of staff and encourage participation in decision making
* Adheres to the regularization, performance appraisal, quarterly performance appraisal, rewards and recognition and other people related policies and guidelines
* Determines employee’s capabilities and improvement areas
* Identifies functional/behavioral training & development needs of employees to support team goals and objectives
* Completes individual development plans of employees based on the company guidelines and implements agreed training/developmental activities
* Monitors effectiveness of the development plan and support employees in the application of learning to the job
* Plans, organizes and coordinates team activities to enhance team camaraderie and employee engagement
* Monitors adherence to the ethics and code of conduct and implements disciplinary action in compliance with the requirement for due process

- Internal Communication - 
* Understands and seeks critical information and data needed by the team
* Communicates policies, programs and decisions that affect employees
* Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products, processes, business and team performance, and others
* Conducts teaUpgrade to see actual infoetings to address issues and concerns, escalations, improve processes and others
* Collaborates and networks with other leads to complete assigned projects and programs
* Keeps management informed and updated on matters affecting their team morale and performance

- Quality and Process Improvement -
* Evaluate and analyze calls, emails, chat, transaction data, and customer survey responses to identify compliance to quality standards such as business process and legal requirements and customer experience-impacting behaviors
* Actively participates in internal and external client listening/calibration sessions to ensure thorough understanding of the programs they support, goals, and client standards
* Utilize existing tools and technology such as Interaction Analytics and reporting dashboards to analyze trends or patterns affecting quality
* Communicate with supervisors regarding employee performance through performance consultancy and QA forum participation, providing structured and timely recommendations may it be verbal or written, and monitoring the result of stated recommendations