Operation Team Leader (CEBU- for pooling)

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, Workforceto improve agent profiling and performance

Requirements:

Preferred: Candidate must possess at least a Bachelor's/College Degree , any field.

At least2 year(s) of working experience in the related field is required for this position.

Experience in handling a Logistics (non-voice/voice), Retail, Healthcare and Telco program is required

Analytic

Results-oriented

Process-oriented.

Applicants must be willing to work in Asia Town IT Park

Preferably Supervisor specializing in Customer Service or equivalent.