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ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage and direct the daily activities of the Team Leaders and FTE’s, including creative resource planning and implementing call center strategies and operations
- Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation
- Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
- Provide a career path for Heroes up for promotion or those who like to level-up through an effective and comprehensive training plan
- Carry out needs, assessments and performance reviews to officers
- Setting and meeting performance targets for efficiency and quality
- Ensure that the Service Delivery processes and team are meeting Enshored and client specific KPI targets.
- Practice and ensure compliance with all policies and procedures of the company
- Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
- Coordinate with Recruitment, IT and liaising with HR team
MINIMUM REQUIREMENT QUALIFICATIONS
Key Skills:
- High level of initiative, accountability, and self-motivation
- Strong customer service orientation
- The ability to build a productive and highly engaged work environment
- Maintain calmness and composed under tight pressure and provocations
- Ability to work independently and take responsibility for seeing things through to completion
- Attention to detail
- Open to feedback and criticism
EDUCATION AND/OR EXPERIENCE
- Bachelor's/College degree
- 2-5 years of experience working as a Team Manager in a BPO setting
- At least 1 year of experience handling Team Leads in a BPO setting
Demonstrated competency in the following areas is also required:
- Strong leadership, people management, administrative, and numeracy skills
- Strong written and verbal English communication skills
- Proven experience at developing and maintaining relationships with key internal and external stakeholders
- Team facilitation and training skills
- Commitment to delivering to the highest quality first time
- Proven ability to work to deadlines and under pressure with a positive attitude
Language Skills:
- Above Average communication skills in English
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage and direct the daily activities of the Team Leaders and FTE’s, including creative resource planning and implementing call center strategies and operations
- Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation
- Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
- Provide a career path for Heroes up for promotion or those who like to level-up through an effective and comprehensive training plan
- Carry out needs, assessments and performance reviews to officers
- Setting and meeting performance targets for efficiency and quality
- Ensure that the Service Delivery processes and team are meeting Enshored and client specific KPI targets.
- Practice and ensure compliance with all policies and procedures of the company
- Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
- Coordinate with Recruitment, IT and liaising with HR team
MINIMUM REQUIREMENT QUALIFICATIONS
Key Skills:
- High level of initiative, accountability, and self-motivation
- Strong customer service orientation
- The ability to build a productive and highly engaged work environment
- Maintain calmness and composed under tight pressure and provocations
- Ability to work independently and take responsibility for seeing things through to completion
- Attention to detail
- Open to feedback and criticism
EDUCATION AND/OR EXPERIENCE
- Bachelor's/College degree
- 2-5 years of experience working as a Team Manager in a BPO setting
- At least 1 year of experience handling Team Leads in a BPO setting
Demonstrated competency in the following areas is also required:
- Strong leadership, people management, administrative, and numeracy skills
- Strong written and verbal English communication skills
- Proven experience at developing and maintaining relationships with key internal and external stakeholders
- Team facilitation and training skills
- Commitment to delivering to the highest quality first time
- Proven ability to work to deadlines and under pressure with a positive attitude
Language Skills:
- Above Average communication skills in English