Talent Management specialist
Teleperformance - Egypt
مجموع سنوات الخبرة :13 years, 1 أشهر
Creating and Carrying out Assessment Centres for all internal supervisors and support function positions in accordance with TP assessment specifications.
Assessing employees to determine their suitability for managerial positions.
Candidates' personality and aptitudes are determined by a variety of techniques including interviews, group exercises, presentations and examinations.
Carrying out Assessment Centres in accordance with TP assessment specifications.
Assessing applicants to determine their suitability for specific types of employment, especially management .
The candidates' personality and aptitudes are determined by a variety of techniques including interviews, group exercises, presentations, examinations.
Creating the necessary interviews scoring cards, group exercises, presentations, examinations, assignments and exams.
Formulating the right criteria and assessments methods according to the job descriptions.
Evaluating the knowledge and skills of the applicants using the corporate forms and techniques.
Developing and creating systems and tools used in the Assessment Centres.
Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements.
Correctly completing all compulsory assessment documentation.
Ensuring evidence provided by applicants is sufficient to meet job requirements
Providing objective feedback to the applicant about performance and achievement
Devising and agreeing on an assessment action plan with the applicant as appropriate
Completing all relevant assessment forms.
Explaining human resources policies, procedures, laws, and standards to staff when applicable.
Manage a team of call center agents.
Be available to affect the entirety of the team's operations.
Manage by walking around. Be visible to answer questions.
Take calls that agents can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback
Monitoring agents and Coach on Quality feedbacks and calls recorded
Meet at least once each week with the team to review the following topics:
Review the past week's performance, including MTD numbers, results and targets
Discuss repetitive opportunities and challenges
Answer questions and comments
Motivate the team to be rank 1 on monthly basis
Perform at least 4 monitoring evaluation with each agent every two weeks
Spend 30 minutes to one hour monitoring the agent.
Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring Scorning card.
At the conclusion, send the template and document agent scores.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Create and maintain files on each agent as they relate to attendance
Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring scores and a written performance summary of the team.
Present to the Project Manager at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.
Create a forecast describing the things each agent will be focused upon.
Create a detailed plan of the way in which plan to impact team's day-by-day performance
Divide the team into three groups (top, middle and bottom)
Analysis all team KPI target and set an action plan
Produce a quarterly team performance report" outlining team's performance and growth.
-Team performance for three-month period.
-Individual performance of core, focus and new staff.
-Team and Individual analysis of upcoming quarter.
- Disappointments and achievements of past quarter.
- Successes of past quarter
-Schedule meeting with different department
-Monthly team Bonus for team