Team Manager | Pioneer International Account
- Mandaluyong City, Metro Manila
- Permanent
- Full-time
- Establish and implement productivity standards and operational strategies.
- Ensure daily productivity goals are met and target revenues are achieved.
- Maintain optimal FTE headcount and ensure smooth transitions within teams.
- Monitor and achieve productivity targets in a high-volume environment.
- Communicate goals and targets effectively to the operations team.
- Maintain profitability by managing headcounts effectively.
- Monitor calling strategies and adjust operations strategies as needed.
- Handle 1st level client escalations and report system downtime or quality issues.
- Stay updated on industry trends and notify stakeholders of any relevant developments.
- Identify areas for improvement in operations and employee performance.
- Develop collection and negotiation skills of agents and enhance work processes.
- Demonstrate adherence to company policies and foster a positive work culture.
- Review and manage employee performance, providing support for skill development.
- Facilitate team building activities and celebrate team achievements.
- Educational Background: Bachelor's degree in Business Administration or related field preferred.
- Experience: Open to Senior Team Leaders or someone who has a proven experience in team management in a healthcare and/or insurance account (BPO Industry)
- Skills: Strong leadership and communication skills; great command of the English language.
- Technical Skills: Ability to analyze data, basic reporting skills, proficient with MS Office.
- Experience in stakeholder management and continuous improvement initiatives.