Risk Operations Team Leader

Earn up to PHP 25,000/month for this position
G/F Filandia IT Center, Quirino Avenue corner Jacinto Extension, Davao City

QUALIFICATIONS

  • Four-year bachelor’s degree from an accredited college or university
  • Strong leadership skills
  • At least 3 years of experience in supervising a non-voice team in a fast-paced BPO environment
  • Basic technical skills—able to navigate through smartphone and computer applications
  • Exceptional verbal and written English communication skills
  • A critical thinker with good analytical skills and attention to detail
  • Upbeat, energetic, and positive attitude

RESPONSIBILITIES

Once hired, you will be responsible for managing a team of Risk Operations Specialist, serving as the main point of contact for their daily activities. You will also be tasked to conduct the following tasks:

  • analyze performance scores and identify opportunities for improvement;
  • address disciplinary and performance-based opportunities according to the company’s guidelines;
  • assess and provide feedback on project processes and action plans;
  • conduct group meetings and coaching sessions;
  • communicate all new updates, including company or project policies or any issues with the team;
  • come up with creative ways to motivate team and drive performance;
  • re-train team members as needed with the instructions given by Snr. Training Manager;
  • analyze daily queue volume to understand volume trends and where the agents need to be placed in order to meet SLA;
  • resolve cases/tickets/calls/escalations as needed by the client;
  • coordinate with reporting team to prepare and send out End of Shift reports daily;
  • meet with client weekly to go over any struggles, feedback, case examples to walk through. Help develop meeting agenda for weekly team meetings; and
  • accomplish other tasks as needed by the campaign.
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