ROLE SUMMARY
Our client is seeking a Call Center Operations Team Lead 2 who will be responsible for overseeing the responsibilities and deliverables of team members, as well as engaging with clients to address their business needs.
WORK SCHEDULE: 9 AM - 6 PM EST / 10 PM - 7 AM PH Time, Follows Philippine holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
ESSENTIAL FUNCTIONS:
- Process client orders on time and in compliance with client contract requirements
- Perform the following team management responsibilities:
- Conduct daily team stand-up meetings to keep teammates focused on objectives and outcomes
- Understand, document, and resolve any escalations or issues for teammates
- Monitor and maintain productivity across all teammates
- Provide regular performance and metric feedback to each teammate based on established targets relative to the team's average
- Hold teammates accountable for their performance
- Manage low performers up or out over agreed upon time frame
- Perform the following tasks related to quality assurance:
- Set guidelines for listening to calls and assessing customer service quality
- Conduct training sessions and provide constructive feedback
- Ensure adherence to schedules
- Perform the following reporting tasks:
- Conduct daily performance reporting (both total and teammate)
- Maintain Excel spreadsheets covering performance metrics (calls, talks, active dashing, to-start driving, converted, talk time, answer rate, conv-calls, and conv-answered calls)
- Analyze additional diagnostic metrics, such as metrics per hour of day and day of week, time zone analysis, etc.
- Create an inspiring team environment with an open communication culture
- Oversee day-to-day operation
- Encourage creativity and risk-taking
- Suggest and organize team-building activities
QUALIFICATIONS:
- Bachelor’s degree holder
- Seasoned leader with at least 2 years of people management experience
- In-depth knowledge of performance metrics
- In-depth knowledge of project management principles
- Process improvement training is preferred (e.g., Six Sigma, Lean, etc.,)
- Strong organization, oral and written communication skills
- Aptitude in data management, analytics, and reporting preparation
- Uncompromising professional standards and integrity
