Operations Team Leader Cebu

Operational Responsibilities:

• Interact with customers (internal / external) and keep stakeholders appraised of the process performance.
• Create status reports for customers (internal/external).
• Manage and resolve escalations and issues raised by customers and process specialists.
• Ensure adherence to Quality norms and procedures.
• Identify & drive opportunities not limited to Cost Optimization, Process Excellence to enhance service delivery.
• Provide client/process related MI reports.
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• Identify & drive opportunities to enhance customer experience.

• Support Knowledge transfer at the time of process transition from the business site.
• Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.
• Ensure compliance controls are met.
• Ensure documented process guidelines are followed.
• conduct periodical reviews for process adherence.
• Conduct adhoc Quality checks.
• Review process audit findings and take corrective action.
• Innovate ideas to error proof the process & reduce manual interventions.
• Conduct process training or refresher trainings, if required.
• Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
• Initiate and deliver on process improvement projects to improve process efficiencies.
• Drive a culture of continuous improvement within the team.
• Provide updates and submit reports related to own area of work.
• Ensure optimum resource utilization through cross training initiatives and buffer management.
• Interface with other departments for getting required assistance or support for the team.
• Engage with other processes to understand and implement best practices.

• Conduct regular 1x1s to gauge the pulse of the team members.
• Guide and mentor team members.
• Groom self and team to support vertical growth.
• Allocate/Manage work and tasks to the team.
• Conduct team building activities to enhance motivation.
• Facilitate knowledge sharing and capture within and across teams.
• Conduct and participate in knowledge transfer sessions for new joiners in the team.
• Complete mandatory training for self as identified in the training plan for the project.
• Review VOC scores, provides feedback, and recommend refresher training whenever necessary.
• Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
• Report to the manager on performance, status, and any escalations.
• Resignations / Absconder communication to Operations Manager.
• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
• Manage attrition and absenteeism.
• Support recruitment efforts for the team.
• Completes all mandatory assessment/ certifications as applicable.

• Demonstrate resiliency in high volume environment and stressful situations
• Customer Focus
• Change Management/Resilience
• Accountability
• Analytical Thinking
• Relationship Management
• Judgment/Decision Making
• Teamwork
• Leveraging Differences
• Effective Communication
• Knowledge in MS Office applications

• Analytical Skills: Ability to use systematic, disciplined and data driven methods that get to root causes and solution identification.
• Quality: Demonstrates accuracy and thoroughness and overall quality of work per the requirements specified
• Teamwork: Gives and welcomes feedback, contributes to building positive team spirit, supports everyone’s efforts to succeed
• Communication: Excellent verbal and written communication skills; expresses opinion without hesitation
• Flexibility and Reliability
• Strong sense of customer service and empathy towards customers

• Completed 2 Years in College/ Graduate / Postgraduate preferably with at least 2 years of experience in Retail Industry and good academic profile.
• Minimum of 5 years’ experience in any Voice Customer Service account.
• Willing to work on nightshifts/shifting schedule