Service Delivery Operations Team Lead

JOB DESCRIPTION

Team Lead for Voice Account

• Responsible for setting individual performance objectives that align to the overall objectives of the team

• Responsible for the day-to-day operations of the team ensuring all metrics are met and assists team members in overcoming their challenges through effective performance management

• Provide mentorship, guidance and career development to team members

• Exhibits leadership strength by fostering a positive environment within the team and implementing activities to increase individual and team engagement

• Recognize problems and issues that affect work efficiencies and performance outcomes of the team and provides recommendations and course of action derived from concerns seen and initial analysis of data

• Escalate issues that may affect delivery of work and business outcomes in a timely manner to management

• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site

• Identify actionable insights, suggest recommendations, and influence

• Team strategy through effective communication

Your role requires the following responsibilities:

• Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.

• Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.

• SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.

• Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.

• Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.

• SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process.

• Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.

• Performance Reporting:

• Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis.

• Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system.

• Attendance Tracking: Accurately track team attendance for billing purposes.

• Time Sheet Validation: Validate team time sheets fortnightly with 100% accuracy.

• Security and Data Protection: Ensure adherence to all security and client data protection measures and guide the team in following required protocols.

Job Qualifications

• At least 3 years BPO operations experience with at least 1 year supervisory

• Bachelors Degree Graduate and/or Undergraduate

• Preferred with technical support, sales, customer service experience

• Amenable to onsite work within Metro Manila