A candidate must have competent leadership skills to help the team to improve and develop efficiently. Take the lead to OBP by clicking the apply button now!
Job Summary
HMO on Day 1
Receive promising perks and rewards
Experience travel opportunities
Get recognized for what you do
Achieve work-life balance
Improve exponentially with enhanced learning
Responsibilities
Supervise the day-today operation of a team of 18-20 staff
Ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
Support and develop staff to improve efficiency and performance of the team
Analyze agents’ performance and develop action plan, key projects and initiative to bridge gaps
Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues
Motivate and coach team members on effective use of process and procedures
Maintain coaching logs and audits for documentation and reporting
Drive and track process parameters critical to quality and process
Attend regular meetings with the Management Team and clients
Proactively contribute ideas and give timely feedback to the Management Team
Submit weekly and monthly report to the client and Team Manager
Disseminate client-specific information in a timely manner
Provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes
Support the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit
Address agents’ needs and concerns, performance and motivation issues and conflicts Interact with external clients and the Management, in the absence of the Team/Operations Manager
Drive a positive and healthy working environment
Requirements
Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's/College Degree in any course
With at least 2 SOLID years of working experience in the same role is required for this position
Demonstrated ability to coach, motivate and provide performance feedback
Knowledgeable in conflict resolution and disciplinary methods
Proven ability to identify opportunities for process improvements
Exhibit understanding on workforce management and staffing
Demonstrate ability to develop and implement process improvement initiatives
Possess strong organizational, interpersonal and time management skills
Proven experience in adapting to and leading change
Has effective written and oral communication skills
Willing and able to work on a shifting schedule and holidays
Proficient in a Microsoft Office Environment, specifically Word, PowerPoint and Excel
