Team Leader

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

The Project Coach is responsible for entry level supervisory duties and the support and development of agents. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.

Essential Functions and Responsibilities:

• Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans. Provides ongoing training for performance improvement.
• Executes Recovery strategy to achieve Afni's objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
• Performs supervisory functions that include the mentoring and motivating of Collectors as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
• Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews

Requirements

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