Team Leader for Bacolod City
(Western Visayas - Bacolod City)
RESPONSIBILITIES:
This position is responsible for supporting, coaching, developing and supervising a group of employees in a Service Center/Operations environment.
REQUIREMENTS:
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
- Monitor and take action on TKS, personnel and payroll issues.
- Conduct performance appraisals annually.
- Review Convergys compliance documents as required.
- Responsible for staffing and hiring.
- Maintain current employee records on direct reports.
- Review CMS statistics on a daily basis and provide constructive feedback. Provide Subject Matter Expertise.
- Ensure training needs of subordinates are met.
- Modify Operations as needed to meet service level agreements under supervision of Operations Manager.
- Successfully complete all client related training.
- Resolve escalated customer issues.
- Hold team meetings on a regular basis with direct reports.
- Communicate all process and client changes to direct reports within specific timeliness
- Promote the use of all center communication tools.
- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
Applicant must have at least 1 year solid supervisory experience in a call-center.
Candidate Profile:
- Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills
- Ability to act as a role model within the organization.
- Ability to demonstrate innovation and good judgment on problem solving skills when making decisions.
- Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
- Ability to coach, develops action plans, which maximize performance and provide effective feedback.
- Proven ability to analyze and improve work processes and policies
- Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
- Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.
Convergys Corporation (NYSE: CVG) is a global leader in relationship management providing customer care, human resources, and billing services. We help our clients make smarter decisions about how to add value from their customer and employee relationships. We offer a "high-tech, human-touch" approach that combines skilled customer service representatives with advanced customer and information management technologies. This approach has made us a global leader for 25 years.
Headquartered in Cincinnati, Ohio, Convergys employs nearly 75,000 employees who serve clients in over 70 countries, speaking more than 35 languages, from 79 sites across the globe. We have been named a Fortune Most Admired company for seven consecutive years, and more than half of the top 50 Fortune 500 companies are Convergys clients.
Here in the Philippines, from a single contact center in Manila, which opened in 2003, Convergys now has fourteen contact center facilities in the Philippines, nine located throughout Metro Manila, one in Laguna, three in Cebu City, and one in Bacolod City. We employed approximately 15,000 Filipinos since we started operations and we are continuously looking for more talented people to join our growing family as we expand our business.
For more information about us, visit our global website at www.convergys.com.
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