Provides clear direction, instruction and guidance to the Team and to make sure that monthly contractual obligations are met.
1. Daily Operations
· Monitors Service Levels and other KPIs
· Weekly One to One Coaching Sessions – includes succession planning
· Weekly Quality Audits and other Mitigating Measures
· Schedule and Workforce Management
· Handles escalation calls/ e-mails
· Provides immediate assistance (floor support, updates, trainings, outages, etc.)
2. Client Building Relationship
· Attends weekly/ bi-monthly meetings
· Provides Monthly Performance Review
· Provides staffing needs – depending on the needs
· Real time coordination and communication
· Assists clients (should they be in Manila)
3. Reports Preparation and Analyzation
· Preparations and consolidations of performance reviews
· Compliance reports (scorecards, coaching sessions, training sign offs, etc.)
· Prepares Monthly Scorecards and/ or Performance Improvement Plan
· Process DPM or Corrective Actions – as needed
