Team Mnager For Telco Account

Summary
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.
Essential Duties & Responsibilities include the following:
Other duties may be assigned by the Department Head and / or its representatives
Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
Reviews agent performance results daily to ensure all goals are met or exceeded
Analyzes and trends agent KPI/Sales performance
Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
Monitors and assesses employee calls to drive performance improvement plans
Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
Be 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 performance
Teaches 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 goals
Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
Attends assigned Leadership Calibrations
Assists and tracks agent password resets
Assists, 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 instructed
Conducts annual reviews/PACS/E-valuation
Presents his/her team’s performance in a business review format either weekly or monthly
Supports and enforcesCode of Conduct
Compliance Requirements and Procedures
Dress Code
English Only Policy
Attitude/Behavior
Integrity
Call Handling

Drives teamwork and team performance
Creates, implements, and supports call center initiatives
Orients newly assigned members and establishes team mentor/buddies
Performs other assigned/related duties within the center as directed

Education & Experience
Held a Team Leader/Supervisory position for at least 1 years in a BPO company (telco account)
Willing to work in Pasig | Bridgetowne Giga Tower
Must be available ASAP