We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Cyberscape Beta, Ortigas Center Pasig City, Philippines
Reporting to: Operations Manager
Oversees a pre-determined number of coordinators assigned to a particular account. The main responsibility is to supervise, monitor, coach, motivate and interact with each coordinator to ensure compliance with the service and quality standards required of each account especially in areas such as call accuracy, call handling, data encoding accuracy and call management. He/she is tasked to drive the team to achieve Operation’s goals for service performance and quality.
As Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.
Act as POC when the Operations Manager is not available to handle escalation from the client.
Responsible for attending Management meetings and cascade updates to the team.
Implement required process update from the Ops Management and the Client during one-on-one coaching or team huddles.
Client Call outs / Escalations review and action.
Creation of agents Monthly Scorecard.
Attend daily/weekly/monthly/quarterly meetings and performance reviews with the client and/or management.
Issuance of DPFs and CAFs for COC violations falling under Sanction A-C. Send to HR and Operations Manager for review.
Issuance of DPF & CAF to Agents for Behavior & PIP/ Performance. Send to HR and Operations Manager for review.
Initiate Programs to drive better performance – Such as engagement activities and R&R Programs.
Analyze the Agents and Team’s performance through daily/weekly/monthly review of the data/reporting.
Prepare and Roll Out Monthly Schedule Staffing and ensure that Staffing requirements are met.
Management of attrition by ensuring proper and constant guidance and development of every staff in the team.
Ensure that all Agents and Teams adhere to all operational forms and process.
Drive quality on all calls thru daily agent call listening sessions and/performance review using ScoreIt.
Documentation and sending of Feedback Logs through ScoreIt (minimum 1 per agent/week).
Documentation and sending of Coaching logs through ScoreIt (minimum 2 per month).
Motivate staff to meet and/or exceed productivity target without affecting the high quality of delivery.
Reinforce program’s expectations; KPIs are met or exceeded.
Provides timely constructive feedback to all staff regarding their performance, acknowledge strengths and identify areas of opportunities.
Ensure involvement of the staff in analysis of their respective performance.
Maintenance of team’s growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths, and addressing areas of opportunities.
Dealing with management issues that will arise during the operating hours.
Ensure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence - Compliance to Acquire BPO’s Code of Conduct.
Has overall coordination with the program's and company's different departments, client, and management; ensuring proper endorsement and open communication is maintained.
Minimum of 2 years of team leader and/or management experience.
Minimum of 1 year experience in Logistics, Supply Chain or Transportation industry.
Strong analytical skills
Highly developed human relationship skill in areas of leadership, team building, negotiation, communication, and conflict resolution
Ability to monitor staff performance, develop and coach.
Strong written and verbal communication skills
Good internal and external customer service skills
Strong computer skills
Ability to multitask and meet deadlines.
Ability to make sound business decisions.
Flexible and positive work approach and attitude
Lateral thinker, able to focus “outside the square “in order to identify opportunities for improvement.
Commitment to leading by example.
WHAT DOES IT TAKE TO BECOME A PART OF OUR TEAM?
Positive work approach and attitude
Strong verbal and written communication skills
Creativity and problem-solving skills
Effectively manages time and shows the ability to prioritize workload.
Ability to liaise and communicate with client, Team Leaders and Management team and confidently makes recommendations.
Excellent in customer service.
With excellent English communication, listening and organizational skills.
With a minimum of one year of back-end admin processing experience.
With a knack for multi-tasking.
Able to solve problems and work under minimal supervision.
Adept in learning new workflows and tasks.
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Collaboration: Brilliant jerks can be brilliant elsewhere.
Impact: Do, get it done, create impact.
Passion: Be positive, bring passion and energy.
Transparency: A transparent team can help each with other.
Join the A-Team and experience the A-Life!
