Line Leader

Under the Supervisor, this key position is responsible for managing the assigned team with regard to production's day-to-day management of issues/concerns. The Line Lead also supports all efforts geared toward the realization of the channel's goals.

Duties & Responsibilities:

QUALITY, PRODUCTIVITY & TURN AROUND TIME (TAT)
1. Conducts random quality checks on experienced associates
2. Clarifies queries within the shift or team
3. Reviews the Quality Management System (QMS), provides a response on all individual related QMS errors, and provides feedback when necessary.

FILES / ORDER MANAGEMENT
4. Checks daily production schedule and allocates required resources.
5. Distributes job assignments to subordinates based on schedules and job priorities.
6. Monitors the orders received and completed.
7. Prepares and/or updates the production tracker daily.
8. Monitors on-time delivery of rush and regular files.
9. Monitors workflow and distributes orders to the staff for processing.
10. Assists in production as necessary.

PERFORMANCE MANAGEMENT
11. Monitors work activities of BPAs to ensure that TAT and productivity are met.
12. Monitors and evaluates productivity of the BPAs.
13. Discusses performance and efficiency with regard to attendance and productivity to individual staff concerned, using the BPA Monthly Performance Feedback Form.
14. Monitors the progress of new hires.
15. Recommends staff for task promotions.
16. Conducts random audit when required.
17. Monitors individual, team and project productivity and quality.
18. Maintains shift specific reports such as productivity/UPE tracker, individual productivity and quality of the staff

PEOPLE MANAGEMENT
12. Issues Notice to Explain (NTE) to staff with Code of Discipline (COD) violation.
13. Monitors attendance of BPAs, and reviews / approve shift schedules, workstation assignments, overtime and leaves.
14. Entertains questions, issues, concerns or problems encountered by BPAs within the designated shift which may affect the needs, performance and productivity of the production line/s being handled.

COMMUNICATION
15. Cascades company-related information to BPAs through meetings and discussions.
16. Interfaces with clients via email, MOC or conference calls on the following topics:
a. Status of individual files, i.e., delay on a file
b. Daily staffing shortage/attendance
c. Downtime and technical errors
d. Bin status reports
e. Overtime requests
f. Rush files requests
17. Endorses shift concerns to the next shift counterpart or supervisor/s.
18. Escalates to the immediate superior any project and non-project-related matters that may
require decision-making.
19. Regularly conducts stay-in interview with team members.
20. Conducts meetings with the team.

Qualifications:

• Graduate of a 4-year course preferably related to Information Technology and Business Management.
• 1 year or more of relevant and related experience in BPO industry.
• Good verbal and written communication skills.
• Ability to communicate information and ideas clearly and concisely.

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