Senior Team Leader
BPO+
Total years of experience :15 years, 1 Months
• Created reports and trackers that is necessary to evaluate, develop and modify operational process or system.
• Constant communication with management, clients, and support to understand the reporting needs of the business and ensure a cohesive and collaborative environment
• Ensures that reports are clear, accurate and deadlines are monitored appropriately and managed in a timely manner.
• Supported 4 sites (Cainta, Bacolod, Sta. Rosa and Roxas) and is responsible in storing, entering and updating daily dashboards (NPS, AHT, FCR, Compliance, Reliability, etc). Data is extracted from different sources, databases, spreadsheets, and reports
• Prepared weekly, monthly and quarterly performance review reports for clients presentation
• Developed Skills Match dashboard that allowed the operations to keep track of the daily, weekly and monthly NPS Performance trend of each consultant, team, and/or site
• Worked closely with Business Analyst Team and Workforce Management by preparing and providing monthly invoice data.
• Responsible in delivering scorecards for performance evaluation and recognition
• Analyzed and advised management of key variable trending that is or will affect performance and/or business
• Managed a team responsible in executing quality and efficient customer service
• Has a strong commitment to team environment dynamics with the ability to coach, motivate, supervise employees, contribute expertise and follow leadership directives at appropriate times
• Excellent analytical and critical thinking ability. Can work independently and as a team player
• Experienced in handling both Front of House and Back Office operations. ADSL & Wireless Escalations, Wireless Server Complex and T-Box/T-Hub FOH & Escalations
• Developed the different processes for the back office work queue
• Trained for ADSL and Wireless connection, including value added services which the company offers (i.e. T-Box, T-Hub, Telstra Platinum, etc).
• Provided coaching, team meeting, real-time monitoring and support. Perform call listening and root cause analysis to highlight KPIs and/or identify OFI
• Handled escalations and complaints.
• Motivated team to drive performance in compliance with client requirements (NPS, AHT, FCR, Compliance, Reliability, etc)
• Managed staffing based on forecasted queue volume.
• Accomplished quality audit in compliance with the QA Framework.
• Managed employee timecard audit, and coordinated adjustments necessary to the Payroll Department.
• Processed daily, weekly and monthly reports for the team, the company and the client.
• Managed feedback loop to help identify and address the root cause of the issue (People, Process, or System).
• Collaborated effectively and efficiently with other departments, managers and clients
• Monitored and evaluated call handling of Technical Support Representative (both FOH and BOH function)
• Performed mock calls for agents’ certification
• Conducted team meeting and one-on-one coaching weekly to the associates in order to highlight KPIs and improve OFIs
• Facilitates the cross site external and internal calibrations.
• Facilitated quality roll outs for new hires.
• Responsible in updating QA Dashboards and sends out all reports regarding the program’s quality scores.
• Acted as the Team POC in absence of immediate Supervisor
• Worked for Australia’s Largest Telecommunications company (Telstra BigPond)
• Provided assistance in troubleshooting ADSL Internet connection and email (webmail or email application) issues over-the-phone. Phone support (Tier I) for 5 months.
• Was transitioned to Back of House - ADSL Escalations. Responsible for filtering/validating line fault escalations prior to creating and dispatching the report to Level 2 technicians. In addition, was also trained in processing ADSL modem replacement/purchase request. ADSL Escalations (Tier I.5) for 2 weeks.