Team Leader – Operations

Description:
Responsibilities
Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
Provide excellent customer service and determine the needs of the client.
Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
Participate in the development and presentation of proposals for business development.
Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
Efficiently coach associates in meeting the metrics
Manage and drive performance from the Associates in meeting SLAs and KPIs
Manage team attrition
Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
Preferably with exposure on non voice account

Requirements:
Requirements
Preferred: Candidate must possess at least a Bachelor’s/College Degree, any field.
At least 2 year(s) of working experience in the related field is required for this position.
Experience in handling a Customer Service/Retail program is preferred.
Analytic
Results-oriented
Process-oriented
Applicants must be willing to work in Asia Town IT Park or General Maxilom Avenue Cebu City
Preferably Supervisor specializing in Customer Service or Retail Program