Advertised: 19-11-09 | Closing Date: 17-01-10

APPLY NOW! IMMEDIATE HIRING!
 
Sutherland Global Services is a multinational IT Enabled and Business Process Outsourcing (BPO) company, specializing in Integrated BPO solutions across Customer Lifecycle and Back-office Lifecycle Management services. Having started operations in 1986 in Rochester, New York, Sutherland now employs over 22,000 professionals offering RightSourced seamlessly blended services from its 23 delivery centers in India, the United States, Philippines, Canada and Mexico.

Team Leader (Cam Sur - Immediate Hiring)
(Bicol Region - Cam Sur)

 

Responsibilities:

 
• Supervises and coordinates w the support team.
• Looks on adherence to company and account policies and house rules.
• Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.
• Makes sure that important information is disseminated to the support team by conducting team meetings.
• Makes sure that agents’ schedule are adhered to.
• Scheduling of agent days-off and shift coverage.
• Participates in the recruitment of staff to the team.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Plans, assigns and directs work to the team/employees in cooperation with the supervisor.
• Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance.
• Oversees and tracks downtime on all tools required to perform support
• Oversees and tracks all ATM/Telecoms outage.
• Perform Quality Monitoring, remote and side by side, of agents and feedback findings (strengths, areas of improvement).
• Provide Weekly coaching to all agents discussing goals and performance from the previous week
• Participates in quality calibration sessions (local and US teams)
• Makes sure that action plans are effectively carried out for performance improvement.
• Monitors technical skills of Technical Support Engineers and recommends additional training when needed.
• Contributes to other projects if requested.
 

Requirements:

  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • At least 4 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in Cam Sur.
  • Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
  • Full-Time positions available.

visit our website www.sutherlandglobal.com
PREVIOUS APPLICANTS NEED NOT APPLY.

 


 



  Company Information  Email to Friends  View Similar Jobs
  All Jobs From Company  Save This Job  View Salary Report
  Report Advertisement