Job Opportunity: Team Leader:Visaya Knowledge Process Outsourcing Corporation
Team Leader» Full-time
» Posted on October 15, 2020
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Principal Functions and Responsibilities
» The Team Leader is responsible for keeping the SLAs of the campaign are in line with the client contract and thus should be met on a daily, weekly and monthly basis.
» Manages the performance of the assigned line of business (LOB) through the supervision of a group of assigned team leaders that are responsible for managing the day-to-day operations of a team of technical support representative handling customer issues such as technical support, inquiries, follow-ups, and other related concerns.
» Provides leadership abilities and administrative support to a group of assigned group of team leaders.
» Review and analyze performance metrics on a daily, weekly and monthly basis to ensure that they are in line with the contract signed between the organization and the client. If the performance or goals are not met, the Senior Team Leader drives the corporate/team and other synergy partners such as QAD, TOD, OPS, and other pertinent departments to understand the issues and create action items to address the issues or opportunities. More so the Senior Team Leader creates, implements, and check the effectiveness of the incentive programs either organization or client sponsored.
» Identifies issues, opportunities or areas of improvement for QA, AHT, CSAT, attrition and productivity. After which action items are developed and implemented together with other synergy partners.
» Checks and make sure that the everyday business operations are smoothly running and meet the requirements set by the client as stated on the contract. If there are any issues that arises or disrupts normal business operation the Senior Team Leader should take care or address such issues.
» Conducts weekly and quarterly team meetings (WBR or QBR) with other Senior Team Leaders, Team Leaders, Training, Quality, Work Force teams of the organization to review weekly performance such as QA, AHT, CSAT, active minutes, attendance, attrition, adherence, ASA, availcapability, OT, head count and presents these data.
» College graduate or higher with BS degree. Has at least 8 years of practice in the BPO industry with at least 4 years practice in management function. Preferably with Technical Support Background.
» Comprehensive knowledge of call center metrics in the company.
» Must be familiar with the following tools: MS Word, Access, PowerPoint, and Excel. (knowledge in pivot will be an advantage)
» Innovative and creative thinker.
» Excellent written and verbal communication expertise.
» Must be willing to work in Dumaguete
What we Offer?
» Above - Industry compensation
» Competitive Salaries
» 15% Night Differential
» 24 Leave Credits
» HMO Coverage Upon Regularization
» Exciting Career and Opportunity
» Fun working Environment
income: ?20000 - ?30000
Address: Visaya KPO, 4th Flr. EROS Bldg. Dr. Locsin Dr. cor Real St. Dumaguete City
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Visaya Knowledge Process Outsourcing Corporation Filipino Heart with a Global Frame of Mind
Visaya Knowledge Process Outsourcing Corporation started out in 2007 with a handful of employees who dedicated themselves to exemplary and cost-efficient service delivery. As of 2020, we have 1900+ seats across multiple sites in strategic locations across the Philippines.
As a proudly Filipino organization, we draw deeply from a culture of ?malasakit', or caring. Client engagement isn't just a one-off interaction - it's an opportunity to build a lasting relationship. Following this, we offer a unique brand to your customers, clients, stakeholders and employees by running processes at the highest standards of quality and security, while always showing them the courtesy and consideration for which Filipinos are known.
Committed to service excellence. Leads with conscientiousness. Creative and innovative. These are who we are.
The global Filipino brand serving multi-industry clients worldwide.
Serving as one, with Filipino grit and purpose.
Our Core Values
Dedication and commitment
Excellence and innovation
Accountcapability and integrity
Malasakit through servant leadership abilities
WHY JOIN US
We place a high value in our human capital by providing them with the highest level of training, a compensation and benefits package that rank at the top in the industry, and offer programs that allow our employees to grow in both their personal and professional lives.
At VisayaKPO, we realize that our strategic asset is our people. This is where our investment is and will continue to be. This allows us to manage your customer relationships as our own. We will be the extension of your business process and will manage them to exceed your expectations
What We Offer?
Above - Industry compensation
Professional Growth and Stcapability
94% Employee Happiness Level
15% Night Differential
HMO Coverage after 1 month of Employment with Dependent
Fun working Environment
24 Leave Credits