Team Leader - Recruitment Process Outsourcing
ADP Philippines, Inc.
مجموع سنوات الخبرة :18 years, 5 أشهر
• Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics.
• Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
• Achieves objectives for associate engagement and turnover.
• Collaborate with other internal departments to ensure service objectives are met.
• Identifies areas in need of process improvement and solicits feedback from associates on service improvements.
• Creates a high-performance team environment that supports/reinforces associate development and retention.
• Provides periodic performance feedback and conducts annual performance reviews.
• Responsible for recruitment, selection, hiring, compensation management, and performance management of the staff.
• Assists in determining the team's training requirements. Ensure timely and effective training is delivered to enhance the skills of the team.
• Provides onboarding and training to new subject matter experts, operations manager and team leaders assigned to the business unit.
• Participates in leadership training sessions and skills refresher courses needed for the role.
• Worked closely with the operations manager to make sure that monthly, weekly, and quarterly goals were met.
• Attended weekly meetings with the leadership and account teams to receive and provide updates, and to raise any question or concern that need to be addressed in order to improve processes.
• Reviewed candidate and client feedback and came up with activities that would help the team improve call handling and survey overall score.
• Collated data or concerns from associates and sent them to the Account Manager and/or the Client Relationship Managers for updates, clarification, or resolution.
• Provided support and immediate response to questions and concerns on the process.
• Attended client phone interview training sessions and provided updates to the teams from the client.
• Worked with the company’s Associate Service Desk for IT/work-station related concerns as needed.
• Performed call evaluation by listening to call recordings on Calabrio and provided feedback to the associates for commendation and coaching opportunities.
• Worked with management teams to identify resources and allocation of phone interview hours.
• Worked with the US scheduling teams on attendance report.
• Was responsible for reassigning and rescheduling phone interviews, as well as managing call outs for late phone interviews.
• Facilitated 20/10 day functional training for new hires and ensuring 100% pass rates for assessments.
• Built training agenda per training class and scheduled phone interview client training, mentoring and certifications.
• Sent out end-of-day reports to the managers and team leaders regarding the trainees’ performance.
• Performed other duties assigned by the manager.
• Conducted interviews with potential candidates via phone and establishing good rapport while asking behavioral and technical questions.
• Responsible for scheduling recommended candidates for an interview with the Hiring Managers after their phone screening or phone interview.
• Properly documented all interview transactions in the system for reference of endorsement..
• Worked together with the client relationship managers and the hiring managers on their availability to conduct the face-to-face or phone interview with the candidates.
• Communicated with the select candidates by phone or via email to obtain and confirm their availability times to meet with the hiring managers for phone or on-site interviews.
• Collaborated with the Team Managers and peers regarding strategies on how to improve individual and team performance in order to meet the monthly metrics and goals.
• Attending meetings and coaching sessions with the team manager and peers.
• Mentored and assisted associates who serve as back-up for Interview Scheduling.
• Shared best practices to new hires that would help them conduct phone interviews and meet NPS goals as well as other metrics.
Project Assistant
(February 2015 - December 2015)
Job responsibilities:
• Facilitated projects/campaigns from project preparation phase to execution and completion.
• Collaborated with different business processes to ensure the smooth flow of on-going projects.
• Was responsible for overseeing projects in progress and ensures that all issues relating to the projects are clarified and completed to avoid confusion and interruption during project execution.
• Evaluated on-going campaigns to identify process gaps and communicate errors to management in a timely fashion.
• Carried out administrative duties by collecting data, sorting, filing and sending out project files to the right personnel, workers and clients.
• Was responsible for reviewing and collating project documents during project preparation phase.
• Provided email support to both internal and external customers.
• Maintained accurate client records.
Convergys Corporation
• Facilitated Program Specific Training (PST) and Communication and Culture Training (CCT) for new hire associates.
• Utilized effective presentation skills including creative training techniques and adult/accelerated learning techniques.
• Completed daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner.
• Monitored student progress for the duration of training, and provided coaching and developmental feedback. Provided input on new hire readiness.
• Facilitated transition of students from training to work environment, and was ensuring that competency levels were sufficient.
• Was responsible for day-to-day functional supervision of agents in training.
• Adhered to developed classroom agenda/timelines and content flow.
• Maintained current product knowledge for each account by taking calls, attending team meetings, doing side-by-side call monitoring and behavior observations, and QA monitoring.
• Ensured strict adherence to the Convergys and Training Quality Instructional Design code of conduct.
• Supported and participated in continuous improvement initiatives, as applicable.
• Maintained high level of professionalism in and out of the classroom.
• Ensured effective, consistent communication with managers, peers, client representatives, subordinates, and other resource groups.
• Performed other duties as required by business need.
• Collaborated with different BU’s and RU’s locally or globally to ensure consistency of training delivery and training operations.
• Collaborated with operations or other BU’s on program-specific initiatives.
• Proactively launched and led cross-functional initiatives for improvements.
• Perform other duties assigned by training managers.
• Monitored student progress for the duration of transition, providing coaching and developmental feedback. Provided input on transition agent readiness.
• Assisted transition agents with tier 1 calls.
• Took escalated/supervisory calls
• Facilitated learning modules and continuing education courses for transition agents.
• Maintained current product knowledge for each account by taking calls, attending team meetings, side by side observations, and QA calibrations.
• Monitored and evaluated calls of transition agents and uploaded data onto a database which is used as a source of performance analysis.
• Performed the function of a transition coach POC; assisted, onboarded, mentored and supervised other transition coaches on the team.
• Performed the function of a transition reports POC; created and managed reports, trackers and templates.
• Performed other duties assigned by team leader.
• Took inbound calls from customers.
• Resolved Tier 1 billing and programming issues, and assisted with general inquiries of over the phone.
• Coordinated issues to superiors that may have had some significance for improvement initiatives.
• Performed other duties assigned by team leader.