Technical Team Leader - Quezon City

Job Description

The position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps

Responsibilities:

Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)Reviews agent performance results daily to ensure all goals are met or exceededAnalyzes and trends agent KPI/Sales performanceIdentifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedbackMonitors and assesses employee calls to drive performance improvement plansEnsures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectationsBe hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performanceTeaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goalsPlans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excelAttends assigned Leadership CalibrationsAssists and tracks agent password resetsAssists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)Administers HR and Department policies as instructedConducts annual reviews/PACS/E-valuationPresents his/her team’s performance in a business review format either weekly or monthly

Qualifications

Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field.Required language(s): EnglishAt least a year of supervisory experience in the BPO industryPreferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Technical Account.Full-Time position(s) available.