Recruitment Manager
Teleperformance
Total years of experience :12 years, 2 Months
• Managed recruitment operations and a team of 11 supervisors and recruiters.
• Maintained consistent relationships with multiple Fortune 1000 companies, helping each company fill thousands of positions.
• Managed full cycle recruiting operations including sourcing, applicant testing, interviewing, presenting and closing qualified candidates.
• Developed recruitment strategy including job posting optimization, marketing channel development, job board procurement, digital and non-digital employment marketing and comprehensive recruitment campaign planning.
• Employed a variety of sourcing techniques to identify a high quality, diverse candidate pool in an efficient, cost effective manner, i.e. cold calling, internet, research firms and user groups.
• Managed advertising and marketing costs.
• Oversee management of the company’s social media accounts like Facebook and Instagram.
• Events planning and attending - recruitment fairs, sponsored events and presentations.
• Budget planning and management for all of the activities regarding sourcing and employer branding and sponsored events.
• Developed college recruiting programs.
Accomplishments
• Launched the agent volume recruitment operations
• Helped grow the site’s agent population from 0 to 2700 agents and counting in less than 3 years.
• Consistently exceeded hiring targets at an average of 103% per year since 2013.
• Provided advisory services to clients through active promotion and cross-selling of wealth management products such as insurance, unit trust and other investment products.
• Provided excellent client servicing.
• Retained and grew existing customer portfolio by building long-term relationships.
Accomplishments
• Achieved insurance sales quota by 100% from 2011 - 2014.
• Provided necessary inputs to the operations head on bandwidth, connectivity, database functionality and reporting.
• Ensured a strong, consistent relationship with day-to-day client contacts
• Managed identification of cost reduction areas.
• Coordinated with the quality improvement team to build effective audit mechanisms and procedures that improved the overall service quality. Implemented process improvements.
• Maintained staffing and scheduling of department personnel to provide a quick response to forecasted orders.
• Actively involved towards building a conducive environment for productive employees.
• Supervised and coordinated the activities of Team Leaders to ensure prompt, courteous and accurate response to members; also to ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
• Ensured effective coordination in recruitment, selection, training and induction of new hires.
Accomplishments
• Successfully launched and managed the first back-office program of Sutherland for an American multinational telecommunications corporation.
• Successfully launched and managed Sutherland’s first-ever outsourced travel account for an American global cruise company.
• Supervised and coordinated with the support team.
• Ensured that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.
• Made sure that important information is disseminated to the support team by conducting team meetings.
• Scheduled agent days-off and shift coverage.
• Participated in the recruitment of staff.
• Planned, assigned and directed work to the team.
Accomplishments
• The team was consistently part of the top 3 teams of the program based on customer satisfaction rating, number of sales, total revenue, attendance and quality scores.
• Promoted as an Account Manager in 14 months.
• Supervised a team of 15-20 agents.
• Monitored agent performance on the floor (according to productivity, competence and quality standards).
• Provided weekly specific performance feedback
• Worked with agents to achieve development objectives and performance targets
• Conducted performance appraisals
• Supported the Team Manager in providing leadership, guidance, and support to the agents to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues and conflicts.
• Served as mentor to the agents and acted as first point of escalation for client-specific issues.
• Maintained a high level of proficiency with regards to client’s services, policies, and site. Ensured timely, accurate and consistent delivery of updates to the eReps. Disseminated client-specific information. Provided clarifications and guidelines to enhance agent’s understanding and competence relative to client-specific information and handling different customer transactions.
• Assumed responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery.
• Documented and escalated real-time internal and external IT issues.
• Documented and escalated customer and client process issues.
• Worked with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Delivered timely feedback. Identified QA issues and work with Operations Manager or Operations Director and Team Managers to develop action plan.
Accomplishment
• Team of sales agents was consistently part of top 10 teams of the program.
• Effectively took charge whenever the supervisors and managers were out of office.
• Performed other tasks that were incidental to duties or those that were required and entrusted by the team supervisor.
• Developed a complete understanding of the client's business model, policies, and procedures as they related to the company's support of the client's customers
• Provided customer service representatives with assistance in handling customer concerns
• Monitored the team's daily performance
• Assisted in the proper development of agents (was assigned Direct Reports for coaching)
• Identified areas of improvement by monitoring trends of questions and escalations
• Communicated effectively with internal and external customers
• Tasked to evaluate team's performance for quality assurance purposes
Accomplishments
• Promoted as team supervisor after 2 months
• Successfully mentored 4 batches of customer service and sales agents in nesting.
• Provided comprehensive and quality customer care at all time
• Provided accurate responses to customer queries
• Applied technical knowledge and procedures when servicing customers
• Responsible for meeting outlined production goals and targets
• Learnt client's web site, policies, procedures and any back-end systems and used these tools to efficiently deliver customer service par excellence
• Trained for hard and soft selling techniques
Accomplishments
• Selected to be an assistant team leader to a group of nesting agents.