Team Leader

Overview

Looking for full-time work (8 hours/day)

at $2.83/hour ($545.45/month)

Bachelor in Secondary Education Major in General Science

Last Active

August 30th, 2014 (4302 days ago)

Member Since

August 18th, 2014

Profile Description

As a team leader, my role is to ensure that the three elements of operations are managed - People, Process and Performance. The team’s success is guaranteed when these elements are well taken cared off. Here are the things that I mainly do:
? Provide weekly performance review and coaching to agents to set goals and provide directions and also provide constant feedback whenever necessary
? Manage the team’s account specific Key Performance Indicator (both major and minor KPIs)
? Conduct team meetings and huddles to cascade new processes and updates in the program
? Provide updates to and receive feedback from Process Managers on operations updates, operational/financial performance, continuous improvement initiatives, resource needs, etc.
? Take escalated calls and do RCA – Root Cause Analysis; identify customer needs; provide resolutions; and diffuse conflicts
? Attend regular touch point meetings with Ops Managers, fellow supports and program head
? Handle agents complaints/disputes, requests and other concerns regarding employment or grievances and observe proper escalation procedures
? Attend weekly calibrations and business review, project planning and other client-related activities
? Manage attrition and attendance issues by motivating and maintaining program-specific goals
? Update the team’s scoreboard for managers review
? Manage the queue alongside with WFM to insure SLA is met
? Issue disciplinary action when needed; keep track of DA records and performance improvement and/or development plans.
? Perform other tasks assigned superior or as necessary from time to time
Achievements: (In the past 3 months my team achieved the following feat)
? Top 1 Team for 2nd Quarter
? Top 1 Team for Household/Residential
? Top 1 Team for CSAT
? Top 1 Team for Adherence
? Lowest Absenteeism Rate
? Highest Billable Hours / Lowest lost hours
? Highest Reliability and Productivity
? 100% of Team Members Meeting Scorecard