Operations Team Lead

TELUS Digital; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

TELUS Digital in the Philippines seeks a skilled Team Manager to oversee a group of contact center agents, driving performance to meet program metrics and standards. You will coach, mentor, and conduct regular performance reviews, while coordinating payroll and administrative tasks to support the team’s productivity and profitability.

You will collaborate with onshore partners and the Operations Manager, analyze performance data, and implement improvement plans.

Qualifications

• Leads and manages a team of team members in the optimal execution of the contact center operations activities.
• Ensures team members meet or exceed goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for supervised team members.
• Plans, assesses, and conducts feedback meetings as part of the performance cycle.
• Provides coaching and mentoring to achieve targets and improve productivity.

Responsibilities

• Leads and manages a team of team members in the optimal execution of the contact center operations activities.
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides coaching and mentoring for targets.
• Monitors team member performance and provides assistance and guidance during shifts.
• Provides constructive feedback to attain daily targets.
• Handles escalations and determines capability for complex customer tasks.
• Gathers knowledge to equip team members for complex interactions.
• Prepares reports on top and bottom performers and cross-checks with overall metrics.
• Uses data to reward and recognize performance and coach accordingly.
• Maintains transparency on team/individual performance and coordinates with onshore partners.

Job description

Manages and oversees the activities of all TMs, ensuring that each individual performs at par with the standards set by the company and the onshore partners. Monitors the performance of each team member against specified program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll); Motivates TMs to perform at their maximum capacity to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Responsibilities:

• Leads and manages a team of team members in the optimal execution of the contact center operations activities
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance for team members to achieve their targets.
• Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary.
• Provides positive and constructive feedback on what individual team members need to do to attain their daily targets.
• Handles escalation calls from TMs, exercising discernment on whether or not individuals are capable of handling complex customer tasks.
• Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
• Utilizes tangible and quantifiable data as a basis for providing rewards and recognition, and as a means for coaching and mentoring.
• Maintains transparency with the group on team / individual performance achieved.
• Brainstorms with fellow onshore partners, Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams.
• Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.
• Prepares and submits reports on team performance to the OM/onshore partners as required.
• Discusses overall team performance in relation to the objectives of the Company and the program / account.
• Determines areas for improvement of the program's performance and translates these to action plans for the team.
• Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents.
• Gathers information on updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.
• Motivates and inspires all team members to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities.
• Manages the queue and controls abandoned calls by utilizing available equipment and resources - Gencloud, Webstation
• Ensures that passing service levels are met and / or exceeded by maximizing the headcount of TMs on the floor.
• Acts as P&C Business Partner's point-person, having the jurisdiction to address grievances in line with the Company’s policies / procedures and labor code
• Primarily handles grievances / issues (i.e. attendance, performance, behavior and attitude) prior to escalating these to HR
• Attends to concerns: focusing on payroll disputes, the timely preparation and submission of payroll entries.: Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.