Team Leader

Afni, Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Afni, Inc. is seeking an entry-level Project Coach in Quezon City to support and develop agents. The role emphasizes supervisory duties, coaching, and execution of recovery strategies to meet department goals.

You will monitor client calibrations, provide feedback on quality, and deliver both informal and formal counseling to address performance and attendance challenges. The position requires flexibility with shifting schedules and a local Commonwealth, QC site work location.

Qualifications

• Bachelor's degree in any field or requires two years of college completed.
• Experience handling Sales/Telco Account.
• Amenable to working on shifting schedules.
• Willing to work at Commonwealth, QC site.

Responsibilities

• Utilizes the Afni Coaching Model to analyze performance and train for improvement.
• Executes Recovery strategy to meet department objectives and monitors daily workflows.
• Mentors and motivates Collectors; addresses attendance or scheduling challenges; provides counseling.
• Reports performance results and prepares documentation for reviews.

Skills

Coaching

Quality feedback

Performance analysis

Education

Bachelor's degree in any field

2 years in 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 Sales/Telco Account
• Amenable to working on shifting schedules.
• Amenable to work in Commonwealth, QC site