Senior Team Manager OIC
CONVERGYS, Phils
Total years of experience :18 years, 2 Months
• Provides leadership and guidance to Team Leaders with support in administering Convergys policies and standards. Ensures that standards and practices are consistently maintained within and between each team.
• Ensures that Microsoft Surface productivity goals for the program are met, including service level, utilization and handle time. Manages the operational requirements of the customer on a daily basis. Monitors call volume, call quality and manage telephone coverage to effectively support customers and forecasted call volumes.
• Ensures that customer satisfaction targets that were set by Microsoft are consistently met. Analyzes call drivers, satisfaction trends and dissatisfaction hitters to develop action plans for implementation.
• Manages team metrics and retention goals. Participates in discussions about reasons for attrition and root cause. Teams-up with Site Leadership to develop action plans to reduce attrition where possible.
• Prepares and processes annual performance appraisals of direct reports. Manages the appraisal process within the team ensuring reviews are processed on time. Establishes or maintains achievable goals to effectively increase the technical, communication, and customer service skills of both the Team Leaders and Hardware Technicians. Provides guidance for successful career path.
• Works with Operations Planning team to evaluate staffing needs and create adjustments to meet changing demands. Works closely with planning team to identify issues, trends and gaps in scheduling. Reviews the schedule packets and recommends changes (roster models, shift bid, schedule changes, time-off planning, and extra hours) to improve schedule efficiency and meet business goals.
• Participates in a weekly business review meeting with Microsoft Clients, Quality Team, Training Team and Operations Team to discuss customer satisfaction and business performance, trends, action plans and initiatives.
Manages 20-25 Technical Support Professionals.
Ensures team adherence to client processes and schedule.
Conducts coaching, goal-setting and Management by Walking Around sessions
Establishes and monitors Individual Development Plan for Team Leads.
Proactively seeks and responds to employee concerns.
Engages employee to provide inputs for program improvement.
Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps
Coordinates with corporate analytics and statistics team for development of key driver analysis, statistical linkages and calibration between metrics
Coordinates data feeds with Operations to provide data for analysis
Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results
Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs
Contributes to recommendation/initiative development based on results of analysis
Develop updates to reflect current status of activities; monitors progress against action plans; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews
Contributes to team objectives and outcomes
Produces quality analysis or root cause work with minimal supervision; meets timing demands
Solicit constructive feedback from Hardware Technicians, Technical Supervisors and Team Leaders on an ongoing basis regarding procedures and processes within the department.
Handled inbound/outbound technical support/ customer service/ billing related calls.
Provided and processed information through systems and other departments in response to customer’s enquiries and concerns about products and services.
Assisted customers in viewing their online bill, answers billing related questions like past due balance, billing cycle, etc., assists customers who want to cancel membership, walked customers through the process of doing troubleshooting steps for all technical related questions, educated customers on the self-help options found on the website.
Resolved customer dissatisfaction if necessary and proactively build long term trust with customers during case handling.
Arranged follow up calls to respond to customer feedback in a timely and professional manner
Assisted the team whenever the Team Manager or the Coach is unavailable.
Handled escalated calls. Provided on-the-job support to junior team members on complex enquiries
Handled inbound/outbound technical support/ customer service/ billing related calls.
Provided and processed information through systems and other departments in response to customer’s enquiries and concerns about products and services.
Assisted customers in viewing their online bill, answers billing related questions like past due balance, billing cycle, etc., assists customers who want to cancel membership, walked customers through the process of doing troubleshooting steps for all technical related questions, educated customers on the self-help options found on the website.
Resolved customer dissatisfaction if necessary and proactively build long term trust with customers during case handling.
Arranged follow up calls to respond to customer feedback in a timely and professional manner
Assisted the team whenever the Team Manager or the Coach is unavailable.
Handled escalated/tier 2 calls. Provided on-the-job support to junior team members on complex enquiries