Pontoon Solutions - Data Centre & Customer Care Team Leader

Position Purpose
• Team leader responsible for between 3-10 staff based in Manila.
• Optimize and manage the quality of the delivery of Customer care and data centre services in Manila.Manage, support and maintain after-hours Customer Care Data Centre Team services and ensure quality outputs from all team members encompassing accurate data coordination activities.

Overall accountability
• Liaise with Australian stakeholders including branches to manage workflow of Data Centre and Customer care tasks and activities.
• Manage, support and maintain a roster to provide After-hours Customer care service to the Australian business.
• Work with KPIs and ensure that the team delivers quality of service.
• Oversee and report on Data Coordination activities, as well as act as a conduit between branches, National State Ops Manager Structure and Data Centre team relating to all day to day activities and objectives.
• Drive branch behaviors and communications to enable best possible support from Customer Care and Data Centre team.
• Measure, report and maintain SLA’s for Adecco Australian after-hours services to clients, candidates and colleagues.
• Attend and report progress in regular review meetings with Australian National Operations team.

People Accountabilities
1. Data Coordination
At all times, drive continuous improvement around data quality in day to day tasks of the Data Centre team. This requires working in strong alignment and in agreeance on instructions and job requirements as provided and confirmed by branch and as discussed and agreed with National Operations.
a. Gather information from National Operations team to accurately forecast data centre requirements.
b. Manage day to day work load and workflow of Data Centre team.
c. Perform quality checks of work outputs and provide constructive feedback to team.
d. Report on outcomes of activities back to National Operations Team through business defined KPIs
e. Facilitate day to day data coordination activities and act as role model.
f. Assist on other recruitment related activities as requested by branch and as confirmed by National Operations Team

2. Customer Care Activities
a. Manage and maintain a roster system to ensure 365day/per year after-hours coverage can be managed. This includes East and West timezones and daylight saving where observed.

Customer Care after-hours coverage times are –
- AEST 5pm through to AWST 9am Monday to Friday
- Saturday, Sunday all-day
- Note all-day coverage also required for Australian public holidays.
b. Attend a weekly teleconference to gather information from Operations team and branch network to understand requirements and plan for after-hours support.
c. Brief the after-hours team on business requirements as required.
d. Report and escalate reportable incidents through the prescribed process as appropriate.
e. Report back to the Operations team and branches on challenges and opportunities to improve the quality of after-hours service provided.

Financial Accountabilities
1. Manage all required tasks and queries in an effective and timely manner.
2. Escalate issues appropriately with a sense of urgency to appropriate stakeholders.
3. Liaise with National Operations team to manage cost of after- hours and data centre team and activities.

Customer Accountabilities
1. Manage team expectations and set workload to ensure accurate and timely recording of client and candidate information in appropriate systems.
2. Responsible for implementing team goals and objectives.
3. Reviews and appraises the results of team activities and ensures effectiveness.
4. Manage colleagues, clients and candidates expectations and provide high level of service to candidates, colleagues and clients.
5. Accountable for managing inbound and outbound client/ candidate calls.
6. Manage and appropriately escalate client and candidate issues relating to payroll, injury management, workforce and time sheeting process.
7. Provide consultative and diagnostic approach to problem solving.