Team Leader Commonwealth

Afni, Inc.; Philippines; On-site; PHP 335,000 - 446,000; Full time

Job summary

Afni, Inc. is seeking an entry-level Project Coach in the Philippines to supervise and support Collectors, implement recovery strategies, and monitor performance. The role includes coaching, providing feedback, and ensuring adherence to client guidelines.

The position requires a Bachelor's degree (or two years of college), Telco account experience, and the ability to work shifting schedules. Location is Commonwealth, Quezon City with start dates ASAP.

Qualifications

• Experience handling Telco accounts.
• Willingness to work shifting schedules.
• Available to start ASAP.

Responsibilities

• Use ACM to analyze performance and coach individuals and teams.
• Execute recovery strategies and monitor productivity and call quality per contract.
• Mentor and motivate collectors; handle attendance and scheduling issues.
• Prepare performance reports for quarterly and annual reviews.

Skills

Telco account experience

Shift work

ASAP start

Education

Bachelor's degree

Job description

Job Description

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.

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 Afnis 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

Qualifications

• Bachelors 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