Role: Any Other
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Timings: Day Shift (Part Time)
Industry: BPO / ITES
Process: Voice
Functional Area: Any Other
Work Mode: Work from Home
Key Skills: Business to Business (B2B)
- Salary - MYR 12K +Shift Allowance +KPI
Roles & Responsibilities –
- Managing a team of 20 to 25 FTE'
- Client/Customer/People Management
- Drive Performance in the team to meet targets
- Manage the daily team activities and ensure the daily operations run smoothly.
- Drive Team adherence and manage monthly scheduling.
- Handling Escalations
- Manage key business metrics like SLA's and CSAT
- Run reports & conduct a thorough analysis of SLA misses.
- Drive Continuous Improvement in the team along with metrics improvement
- Generate dashboard and scorecards for the Team for review.
- Performance management and appraisals for the entire Team.
- Weekly Reviews to the Management on key deliverables.
- One-One with the team and scheduled Monthly Team meetings.
- Feedback and Coaching
- Knowledge management for the team and quality control
- Apply performance management strategies - action plans, BQ planning
- Responsible for people/employee career development
Generic & Behavioral Skills –
- Excellent verbal and written communication skills.
- Should be willing to work in shifts along with the team in customer business time.
- Overall should be a good team player with willingness to learn and drive to achieve.
- Practice and focused on Metrics.
- Good Excel skills and Reporting knowledge
- Should be able to drive Continuous Improvement in process.
- Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
- Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.
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