Team Leader - Telco Voice (Sta. Rosa, Laguna Site)

Afni, Inc.; Laguna; Presencial; PHP 357.000 - 469.000; Jornada completa

Descripción de la vacante

Afni, Inc. is seeking a Project Coach in Laguna, Philippines to supervise Collectors and support development through coaching and training. The role emphasizes using the Afni Coaching Model (ACM) to analyze performance, identify root causes, and implement action plans.

You will monitor productivity and provide ongoing feedback to meet client and company objectives. The incumbent will conduct formal and informal counseling, prepare performance documentation, and assist with quarterly/annual

Formación

• Bachelor's degree in any field or completed at least 2 years in college.
• Uses the Afni Coaching Model (ACM) for trends and root-cause analysis and provides training for performance improvement.
• Supervises Collectors, mentors, and addresses attendance, scheduling, and performance issues.

Responsabilidades

• Executive recovery strategies to meet department and team goals.
• Monitor productivity and ensure calls are worked timely per contracts.
• Prepare documentation for quarterly and annual reviews and provide feedback.

Conocimientos

Coaching

Performance analysis

Training

Supervision

Root-cause analysis

Call monitoring

Educación

Bachelor's degree in any field

2 years of college

Descripción del empleo

The Project Coach is responsible for 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 trends and root-cause analysis of both individual and team performances, 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
• Bachelor's degree in any field / Completed at least 2 years in college