Project Coach & Team Leader - Performance & Training

Afni, Inc.; Carmen; On-site; PHP 201,000 - 335,000; Full time

Job summary

Afni, Inc. in the Philippines seeks an entry-level Project Coach to supervise and support agents, execute recovery strategies, and monitor quality and calibrations. The role focuses on coaching, performance improvement, and timely call handling to achieve department goals.

The ideal candidate has a bachelor's degree or at least two years of college, plus Telco account experience and flexibility to work shifting schedules.

Qualifications

• Bachelor's degree in any field or completed at least 2 years in college.
• Experience handling Telco Account is preferred.
• Amenable to working on shifting schedules.

Responsibilities

• Uses the Afni Coaching Model to analyze trends and root causes, and provides training for performance improvement.
• Executes Recovery strategy to meet Afni's objectives and ensure timely handling of calls per contracts.
• Mentors Collectors and addresses attendance or scheduling challenges; delivers counseling on performance and quality issues.
• Reports on team performance and prepares documentation for quarterly and annual reviews.

Skills

Coaching

Training

Performance analysis

Root-cause analysis

Supervision

Feedback

Mentoring

Attendance management

Scheduling

Education

Bachelor's degree or 2 years college

Job description

Afni, Inc. in the Philippines seeks an entry-level Project Coach to supervise and support agents, execute recovery strategies, and monitor quality and calibrations. The role focuses on coaching, performance improvement, and timely call handling to achieve department goals.

The ideal candidate has a bachelor's degree or at least two years of college, plus Telco account experience and flexibility to work shifting schedules.