Team Lead | Contact Centre Supervisor
Diversify Offshore Staffing Solutions
- Taguig, Philippines27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2017-09-10T16:00:00+00:00Job closed.
Job Description
The Contact Centre Team Lead assists the onshore Contact Centre Manager with the overall day-to-day operational and administrative tasks within the call centre. The position is responsible for handling client issues and concern regarding operations and staff performance. The Contact Centre Team Lead coordinates with other Support Teams to ensure business continuity and performance compliance.
GENERAL RESPONSIBILITIES:
- Ensures that the Operational needs of the Client are regularly met, with regard to:
- Code of Conduct/HR Policies and Processes
- Key Performance Indicators (KPIs)
- Incentives and Commissions
- On-Boarding / Induction of new staff
- Performance Review schedule and adherence
- Performance Management and discipline cases
- Attrition and performing Exit Interviews
- Attendance
- Payroll
- Client coordination and continued Process Improvement
- Creates a safe, positive and vibrant place to work and to ensure employee well-being.
- Establishes a positive, supportive and collaborative work environment and develop programs to maintain an on-going excellent organisational culture.
- Delivers solutions to challenges affecting the success of the Client.
Minimum Qualifications
- Bachelor's Degree in any Business related course
- A proven car enthusiast.
- Someone from an Automotive background would be highly desired.
- Hands-on experience in team management with proven track record in client relations management.
- Experience in a BPO/ Offshoring company is preferred.
- Background in Philippine Labor Laws / HR governing policies is an advantage.
- Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy.
- Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank.
- Ability to do the following:
- Deal with different types of people across all levels within the organization.
- Make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards.
- Solid business understanding and acumen.
- Exceptional time management and work prioritization skills with the ability to switch between issues as required.
- Must be willing to work in Makati.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Administration and Coordination
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
- Industry
- Business Process Outsourcing
- Website
- https://www.diversifyoss.com
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About Diversify Offshore Staffing Solutions
Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff.
Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy.
An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers.
At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do.
Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.