Team Leader - Telco

AFNI PHILIPPINES, INC.; Santa Rosa; On-site; PHP 279,000 - 391,000; Full time

Job summary

AFNI Philippines, Inc. is seeking an entry-level Project Coach to supervise and develop agents, execute recovery strategies, and monitor quality. The role includes coaching, training, and providing performance feedback to improve results for client accounts.

The ideal candidate has a Bachelor's degree or at least two years of college, experience with Telco accounts, and is willing to work shifting hours in Sta. Rosa, Laguna. Immediate start is possible.

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
• Amenable to work in Sta. Rosa, Laguna
• Can start ASAP

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
• 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

Education

Bachelor's degree or 2 years in college

Job description

About the role

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.

Key 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
• 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

About you

• Bachelor's degree in any field or completed at least 2 years in college
• Experience handling Telco Account
• Amenable to working on shifting schedules
• Amenable to work in Sta. Rosa, Laguna
• Can start ASAP