Functional Responsibilities

• Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets.  Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.  

• Upholds company policies as it relates to the program/s and drives for adherence to such policies.  Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism.

• Maintains company-set ratios on staffing to ensure smooth operations of the program/s.  Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes. 

• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.  Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.

• Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development.  Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members. 

• Ensures that proper action is taken for non-performing associates/CIAs as well as those with documented infractions against company policies.  Provides coaching and mentoring to associates and team Captains who do not meet their metrics, and carries-out the appropriate disciplinary actions. 

• Spearheads the design and implementation of daily, weekly, and monthly incentive schemes in order to drive performance on the floor.  Ensures the objective stack ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments.  Provides opportunities for immediate coaching for associates and Team Captains who fall below the program/s’ standards and drives for improved performance. 

• Ensures that all Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with TCs.  Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.

• Liaisons with Top Management and the Client regarding the program/s’ performance.  Analyzes the necessary information (i.e. Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.