Ensures Team and staff meet quality, productivity and attendance standards Perform daily start of shift huddle efficiently. Lead team meetings effectively using excellent communication and platform skills. Monitor service calls, e-mails and other contact methods to observe employee’s demeanor, technical accuracy, and conformity to company policies. Provide corrective action when necessary. Understands and implements call grading standards set by the client Listen/score 2 calls per agent per week Take positive escalations. Recommends corrective services within client limits to adjust customer complaints Works with Shift Managers to further develop so repeat questions do not arise Determines work procedures, and expedites workflow Issues written and oral instructions to representatives for all team in conjunction with meeting performance measurements Coaches his/her individual team members atleast once a week on performance metrics. Informs RTAs, Shift Manager and the client when necessary when system is not working effectively Works with team members to resolve grievances Uses effective discipline management to address when there’s failure to meet performance and behaviorial standards. Implements rules and regulations in reference to the BOSE COC and House Rules Identifies and helps develop Team members that display the potential to perform support functions May be assigned to handle or lead a special project within the program Responds to incoming customer calls (minimum 4 hours a week) and may be required to take Supervisor escalations from the Frontline as required Recognizing good performance and celebrate success. Regular delivery of performance appraisals. Ensures constant engagement of their teams in the company or program advocacy. Effectively uses work tools as required internal/external within the program as part of their work flow.
General Safety and Security
Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS). Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
Added as of: (2019 June 21)
2019 June 21 - V3 Regular delivery of performance appraisals. Ensures constant engagement of their teams in the company or program advocacy. Effectively uses work tools as required internal/external within the program as part of their work flow.
Added as of: (2017 October 17)
2017 Oct 17 - R1 Ensures Team and staff meet quality, productivity and attendance standards Lead team meetings effectively using excellent communication and platform skills Provide corrective action when necessary. Works with Operations Floor Manager Coaches his/her individual team members atleast once a week on performance metrics Informs RTAs, Shift Manager and the client when necessary when system is not working effectively Works with Operations Managers to develop better ways for system to improve quality Uses effective discipline management to address when there’s failure to meet performance and behavioral standards Recognizing good performance and celebrate success
2016 January - Initial Release
Removed as of: (2017 October 17)
Ensures Team and staff meet productivity standards Lead team meetings Works with Operations Floor Manager Strives to help the entire team when in need of assistance Monitors all areas of performance metrics to assure that standards are met across the board Coaches his/her individual team members to ensure that all standards are met 80% of their time Informs all parties when system is not working effectively Helps Shift Managers insure client service levels are met or exceeded Prepares composite reports from individual reports of subordinates Occasionally conducts training/cross-training and refresher courses Occasionally conducts training/cross-training and refresher courses
With Moderate Competency Level in ff.:
Facilitation Skills Process Improvement
With Expert Competency Level in ff.:
Coaching and development Monitoring performance and behavior Product knowledge Communication skills (oral and written) Customer service orientation Computer literacy Sense of urgency People management / team Orientation Passion for Excellence Working in teams / interpersonal Skills Work organization Drive for results Change management agent Expertise / Analytical skills Reasoning and problem solving skills Performance management Discipline management
Revision History
(Copy revision details below and use
BLUE; For details to be taken out, make sure to transfer it under the removed portion and use
RED font
Added as of: (2017 October 17)
With Expert Competency Level in ff: Coaching and development
Monitoring performace and behavior
Change management agent
Removed as of: (2017 October 17)
With Moderate Competency Level in ff.: Training Needs Analysis
Training Design and Development
With Expert Competency Level in ff.: Presentation skills
Drive for results
Reports to:
Shift Manager, Operations Manager or Senior Operations Manager
Supervises:
Customer Service Associates
Educationand/or Experience:
Minimum 4 year College Degree, preferably in Management, or Marketing, anything below shall be approved by BUH
2-3 years call center experience
in a customer service, sales and/or technical support environment is a must.
workforce management background, customer service, sales and/or technical support are preferred.
Work environment:
The work environment is professional office workplace. Business casual attire.
Computer skills:
MS Excel, MS Word, MS PowerPoint
Physical demands:
Variable working hours depending on program or internal requirements
May require non-consecutive rest days for the work week, overtime, weekend, or holiday work depending on business needs.
Work demands:
Must complete and pass Product Specific Training and clear certification.
Should be certified in accordance to the Performance Coaching Certification guidelines.
May be assigned to a different site.
Must be flexible to travel abroad for client meetings
Able to establish, implement and continuously improve the quality information security policies assigned to him/her.
Able to establish structure and procedures to protect classified information.
Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware
malfunctions, breaches of confidentiality.
Actively participates during training, orientation and awareness programs pertaining to QISMS and PCI-DSS.
Added as of: (2019 June 21)
Work demands: Must be flexible to travel abroad for client meetings
Added as of: (2017 October 17)
Reports to: Operations Manager Education and/or Experience: anything below shall be approved by BUH 2-3 years call center experience Customer service, sales and/or technical support are preferred.
Removed as of: (Date of Change Approval)
Conforme: Date:
__________________________________ __________________
Signature of employee over printed name
