Transcom Worldwide
Transcom Worldwide

Operations Team Leader | Iloilo Site  

Transcom Worldwide

  • Bacolod, Philippines
    Bacolod, Western Visayas, Philippines
    Bacolod
    Western Visayas
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 2 years ago

2022-07-10T16:00:00+00:00
Job closed.

Job Description

The Team Leader (TL) is directly responsible for managing product knowledge, profitability, quality, and effectiveness for his/her team. His/her daily activities primarily focus on effective leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction. This especially includes the developing competencies of the CSRs and ensuring that behaviours are in alignment with the TransVision goals.

Essential Duties & Responsibilities: Percent of Time

People

  • Promote communication and be open to feedback.
  • Keep motivation high by adapting the leadership style to individual needs.
  • Create an environment conducive to success by promoting and recognizing initiatives.
  • Ensure high employee satisfaction and attendance.
  • Promote teamwork and cooperation amongst team members and colleagues.
  • Lead by example.
  • Take full responsibility and the required action on disciplinary procedures.
  • Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund.

Performance

  • Understand and meet production targets for different clients/projects.
  • Review and evaluate performance reports.
  • Meet production targets for the team.
  • Set up individual targets for each CSR and skill level.
  • Follow up on production targets for the team, CSR, and skill level.
  • Take full responsibility for team results.
  • Set priorities, within the TWW standards, in order to maximize own time management.
  • Propose and promote motivational activities.
  • Prepare and conduct appraisals.
  • Utilize the Coach to identify your successes.
  • Schedule Adherence must be reviewed daily to avoid payroll anomalies.
  • Employee absenteeism less than 4% on a monthly basis.
  • Coaching for success 50 side-by-side coaching/monitoring sessions per week and documented in the Coach. This is a minimum objective
  • Request open and close of campaign by monitoring ACD systems to ensure optimal operating efficiency and administering outbound dialing systems as required (open/close)

Quality

  • Have a clear understanding of quality expectations for the different clients and projects.
  • Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations.
  • Be a specialist in quality observation and evaluation.
  • Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation.
  • Monitor with Clients as scheduled.
  • Provide continued teaching and coaching in order to reach set goals.
  • Follow up on quality goals for the team, CSR, and skill level.
  • Spend the appropriate time handling calls, making sales, or handling BO tasks.

Additional Specific Duties & Responsibilities:

  • Be actively involved in problem solving and propose improvements to processes.
  • Implement and respect Transcom standard practices.
  • Conduct yourself in a manner consistent with the values of the organization.
  • Drive and foster a performance culture.
  • Make Transcom an enjoyable place to work.
  • Show leadership by developing people

Minimum Qualifications

Educational Background:

  • University degree or equivalent higher qualification

Work Experience:

  • Have worked in an operations department.
  • Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes.
  • Have worked in a performance driven environment
  • Have lead a team of people

Skills Requirements:

  • Manage your time effectively and be focused on setting clear objectives and priorities.

Competencies

1. Organizational Awareness

2. People Leadership

3. Customer- Centric

4. Goal- Orientation

5. Quality Orientation

6. Analytical Thinking & Problem Solving

7. Integrity

8. Expertise Skills

9. Adaptability

10. Communication

11. Generating Vision

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Always
Office Address
Bacolod, Western Visayas, Philippines
Industry
Business Process Outsourcing
Vacancy
3 openings
Website
https://ph.transcom.com

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About Transcom Worldwide

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We know that your customers are the lifeblood of your business, which is why delivering outstanding customer experiences is the lifeblood of ours. Transcom’s business is to help make sure that your customers form positive perceptions of their interactions with you. We do this not only by providing excellent customer service, but also by putting what we learn to work for you. Customer experience is the culmination of many great customer interactions over time. By analyzing these interactions, across a variety of channels and customer touch points, we generate insights that help you adapt your offerings and improve how your customers think and feel about your brand. And their decision to stay with you, buy more from you, and tell others about you, is what keeps your business growing. We are 29,000 customer experience specialists at 57 contact centers across 24 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. We are where your customers are. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

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