Team Leader - Business Support
MicroSourcing
Date: 4 weeks ago
City: Pasay
Contract type: Full time
Team Management
- Respond to calls, call backs, and address emails from customers who had escalated not a higher level.
- Manage the queue of calls to ensure that the department meets the target SLA levels. This includes monitoring attendance, break schedules, and off the phone activities.
- Oversee work allocation, shift scheduling, leave approvals, and overtime filings to ensure accurate staffing on a daily basis.
- Provide support to employees on the floor, such as answering questions, resolving issues, and providing guidance.
- Facilitate huddles, weekly update meeting, Monthly Business Reviews, touch-base with Functional Leads and stakeholders.
- Attend other ad-hoc meetings.
- Do continuous observation and monitoring.
- Facilitate regular feedback and coaching sessions, including development conversations, scorecard reviews and process updates.
- Upload signed coaching and feedback logs, and scorecard for to the shared drive for documentation and record-keeping.
- Attend calibration sessions, process updates, and upskill trainings.
- Enrol underperforming associates to the Performance Improvement Plan and oversee activities in the program.
- Assist on training activities that include roleplays or mock calls, call listening, side by side or shadowing tenured associates.
- Attend call certifications and deliberation.
- Conduct 30-60-90 day performance reviews for trainees.
- Assist on associate’s concerns regarding company-initiated benefits, pay disputes, schedule discrepancies, and managing their timekeeping software.
- Create incident reports to initiate the consequence management process and infraction progression.
- Send attendance reports and time log approvals.
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