Training and Quality Manager
Concentrix - Philippines
مجموع سنوات الخبرة :14 years, 0 أشهر
Provide guidance to 2 training supervisors and 1 quality supervisor to ensure that all client and company objectives are achieved timely and effectively.
Manage to completion several projects aimed to help operations to perform better.
Regularly meet with operations lead to provide update on my team's performance.
Regularly meet with clients to keep them updated on the project progress.
June 23, 2010 to Present
Tata Consultancy Services
Team Leader - Scoring 2 Team
• Currently managing 12 agents handling the task of computing the income of credit card applicants for Citi Bank to identify ones that will qualify for approval based on their capacity to pay.
• Monitor the compliance of my team with the set rules and procedures for the process, the correct utilization of tools and systems
• Provide regular feedback and coaching for my team members ensuring that targets are explained and understanding is secured.
• Handles the communication to clients of issues or queries coming from my team, ensure continuous process improvement is achieved.
• Provides agents with performance trends to ensure that they have an understanding of their performances
• Provides management suggestions to make processes easier to manage to ensure better agent productivity
• Handles the analysis and reporting of account performance to the client
• Handles the technical side of managing the access levels of agents to the systems, creation and deletion of logins
• Handles the day to day generation of performance reports, provide other team leaders with data regarding their respective teams
• Provides management updates on site performance, handles the creation of schedules for the agents, allocation of work and mission critical reports
Unit Manager - Tier 1 Assisted Support and Advance Support Group (ASG- Tier 2), Learning and Documentation, AT&T
• Successfully manages a cluster of 7 team leads (15 agents per team) to meet the targets for CSAT 4.35, NPS 45%, and Attendance (absenteeism rate of 5%) through regular mentoring
• Maintains the attrition rate (3%) and forecasting and provides WFM and training pertinent information for staffing requirements
• Tracks the Up-skilling completion for agents and team leads
• Maintains the daily attendance reporting to effectively forecast head count per interval and OT (pre and post) requirements to achieve SL targets
• Provides daily directions to team leads
• Provides performance feedback (Quartile Management) to team leads on a weekly, monthly and quarterly frequency
• Facilitates the performance management process (collaborating with HR) for agents and team leads
• Handles the roll-out of mission critical changes on policies and procedures and targets
• Provides the Executive team the EOW performance (CSAT verbatim)
• Handles adhoc requests from the Senior Management team
Advance Support Group
• Manages a team of 42 advance support agents
• Handles the assignments of scheduled call back tasks for 15 Outbound ASG agents by automating the scheduling process.
• Tracks and ensures 100% completion of tasks by checking the group’s productivity on an hourly basis
• Created the scorecard for the Inbound ASG and Outbound ASG teams
• Works with Tier 3 team by identifying new product issues, coursing them through the escalation process and follow up on progress or update then cascade the information to the Tier1 and Tier 2 group.
• Provides support to Tier 1 by assigning 27 Inbound ASGs to the Tier 1 teams for quick response on advance technical issues
Learning and Documentation Manager
• Manages a five (5) person knowledge base team (four - 4 technical writers and one -1 multimedia artist) responsible for creating articles and videos of RingCentral’s products and services.
• Keeps track of project progress and provide stake holders update regarding their requests
• Ensures the integrity of RingCentral’s knowledge base by conducting audits of the existing articles or documentation
• Created a feedback process where all stakeholders can provide their ideas, suggestions and criticism for the team’s work (process improvement initiative)
• Ensures the on time delivery of projects by effectively delegating tasks and constantly monitor the progress of projects in our pipeline.
• Constantly collaborates with stakeholders to be kept abreast of what the organization needs in terms of article creation
• Created the scorecard for the team focusing on productivity and quality.
AT&T Implementations
• Manages a group of people (25) who are responsible for implementing the system to new customers
• Drives CSAT, Quality and Attendance and compliance to scheduled call backs to ensure profitability and sustainability of the LOB
• Held weekly meetings and performance reviews to check the performance of the two teams spearheading this project.
• Mentored team leads and agents to ensure that they are on track and on target
• Provides the team with critical updates for the product and services that AT&T provides
• Collaborate with the porting department to correct process delays
• Recommends training needs for upskilling of agents and team leads.
GPA 2.5
