Team Leader (Commonwealth)

Afni, Inc.; Philippines; On-site; PHP 223,000 - 335,000; Full time

Job summary

Afni, Inc. in the Philippines is seeking an entry-level Project Coach to supervise and develop Collectors, execute recovery strategies, and monitor performance metrics to meet department goals.

You will provide coaching on quality and feedback, manage daily workflows, and support training initiatives to drive productivity and client satisfaction. Bachelor’s degree or two years of college required; shift work and locality in Commonwealth, Quezon City are expected.

Qualifications

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

Responsibilities

• Utilizes coaching to perform trend and root-cause analysis and provide performance improvement training.
• Executes recovery strategies to meet objectives and manages daily work map/flow to ensure timely work on client accounts.
• Performs supervisory functions including mentoring and motivating Collectors and addressing attendance or scheduling challenges.
• Reports performance results and prepares documentation for reviews.

Skills

Telco account experience

Education

Bachelor's degree / 2 years college

Job description

Position Purpose:

The Project Coach is responsible for entry level supervisory duties and the support and development of Collectors. 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.

Description

Position Purpose:

The Project Coach is responsible for entry level supervisory duties and the support and development of Collectors. 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.
• Amenable to work in Commonwealth, Quezon City
• Can start ASAP