Job Purpose
Manage assigned team of team leaders/supervisors to meet performance, quality, customer satisfaction, efficiency and hours/staffed time goals by providing strategy and direction, knowledge, education, support and guidance in accordance with client-approved processes as well as internal company procedures and policies.

Responsibilities
Manage team performance and development
 Manage a team of 8- 10 team leaders/supervisors (with a total of 120- 150 FTE)
 Formulate a daily/weekly and monthly plan of action for each team leader by using all available statistical or historical data as well as qualitative information
 Conduct regular triad coaching sessions to identify strengths and opportunities of assigned team leaders
 Guide team leaders on problem identification techniques to achieve effective root cause analysis
 Conduct daily pre or post shift meetings to discuss and/or cascade critical information
 Research materials that can be shared/discussed in team meetings to help enhance the management skills of direct reports
Manage performance and results
 Track/monitor invidividual team leader and shift/team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and/or project-to-date
 Conduct daily pre or post shift meetings to discuss team stats/reports
 Ensure that efficiencies are well-managed and at par with expectations to minimize unfavorable impact on financial goals
 Ensure that metrics and client service levels and turn around times are met
 Use trended data to analyze team performance and formulate action plans for improvement
Ensure accountability among team members
 Promote and employ Effective Performance Management (EPM) processes and tools
 Conduct Monthly Performance Reviews (MPR) and annual performance evaluation
 Document coaching sessions and prepare development action plan to address areas for improvement
 Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members
Provide leadership and motivation to direct reports
 Set clear directions and expectations for the team thru clear communication of goals and objectives, tasks , assignments, etc
 Propose and/or implement simple incentive programs to help boost team performance
 Give recognition to the team members’ group and individual achievements ; prepare the appropriate documentation/commendation in line with this
 Ensure that direct reports have a clear understanding of company policies, code of conduct and ethics as well as all relevant processes.
Develop harmonious working relationship and teamwork
 Build strong working relationship with direct reports and colleagues
 Establish open lines of communication within the team
 Conduct regular skip level meeting or focus group discussions (FGD) with agents
 Promote positive mental attitude
 Maintain a desirable percentage of employee attrition and absenteeism on a daily, weekly and monthly basis
 Initiate activities that can help relieve stress and prevent burn out of employees

JOB DESCRIPTION
Other
 Conduct regular transaction (call) monitoring using client approved or company-standard transaction monitoring/quality assurance evaluation forms
 Employ innovative problem solving approach and methodologies
 Complete tasks delegated/assigned by the Senior Operations Manager and or Site/Operations Director
 Occasionally handle escalated irate and/or or upset customers' inquiries promptly & professionally and in compliance with quality standards/ call processing guidelines and standards
 Perform other reasonable duties as required
Work in line with Stellar’s Culture and adhere to Stellar’s expected standards of behaviour, which include:
 Open Book Management philosophy “OBM”
 Center of Excellence processes and StellarDNA
 Code of Conduct and Ethics
 Policies and procedures
Competencies NB: The required level of each competency is determined by the responsibilities of the role. Education
 Graduate of a four-year course (or equivalent work experience) Experience & Knowledge
 Call centre experience (required)
 At least two (2) years work experience as a team leader/supervisor, preferably within a similar program/account
 At least four (4) years supervisory experience required if lacking in educational requirement
 Technical know-how of call center metrics
 Working knowledge of ACD or any call tracking software Skills
 Planning & organizing
 Excellent oral & written communication, specifically business writing
 Basic mathematical and statistical analysis
 Problem-solving and decision-making
 Motivational and people skills
 Critical Thinking
 Negotiation Skills
 Proficiency in basic computer applications
 Presentation skills
 Client-relations Attributes
 Adaptability and flexibility
 Reliability
 Initiative
 Leadership
 Teamplayer
 Integrity and Honesty
 Professionalism
 Customer Service Orientation
 Positive Mental Attitude
 Culture Fit