Operations Team Leader
Posted on :
25-11-2024
Employer Active
1 Vacancy
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Job Description
Job Responsibilities
- Supervises/manages activities and performance of the Account Advisors
- Handles Account Advisors needed for onjob training and coaching
- Monitors transactions to ensure that QA standards are met
- Ensures the Advisors KPIs are met (daily/weekly/monthly)
- Manages difficult calls by acting as first line of escalation
- Coordinates as needed with all supporting function to eliminate any problems affecting the operations
- Adheres to all schedules (Advisors / operations / Monitoring)
- Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
- Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the Work Force to ensure that the overand underrules are properly employed to increase Advisors efficiency with required SLAs and occupancy targets
- Logs and acts on clients requests
- Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
- Ensures that enduser privacy policies are properly implemented
- Ensures that Team members adhere to RCC policies
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
- Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
- Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
- Ensure the NDA NonDisclosure Agreement is completely running with no fail.
Qualifications:
- English Profile C1.
- Willing to reallocate.
Employment Type
Full Time
Key Skills
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