Job Description

• Indirectly manages the performance, attendance, and behavior of the ninjas working in the programs assigned to them.
• Conducts daily/weekly/monthly quality audits of team members’ work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real-time side-by-side monitoring, etc.
• Monitors and observes the ninja's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive discipline.
• Attends and participates in Product Specific Training as conducted by the Training Team and/or the client to ensure the comprehensive transfer of product/account knowledge essential to the continuous growth of the account and the Ninjas in the account; initiates and attends, if applicable, per account upskilling sessions.
• Gathers raw data per account in line with performance or quality to be submitted to the Process Solutions Department that will be transcribed into a reporting format in order to develop action plans to address identified deficiencies of the team.
• Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients.
• Directly manages the performance, attendance, and behavior of the team leaders that roll up to them. This applies to rank and file ninjas belonging to teams that do not have an assigned team leader.
• Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates we receive from our clients.
• Identifies and develops your top-rated ninjas to be the next leaders of the company.
• Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice.
• Conducts employee engagement to drive the team’s overall performance – productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate.
• Communicates to clients all staffing-related issues, service disconnects, or other account-specific concerns that may have an impact in production or in delivering quality of service to the customers; attends/drives client calls (Kick-Off & Check-In Calls) essential to the continuous client management responsibilities.
• Prepares, analyzes, conducts, and presents periodic business reviews essential to performance tracking, whenever necessary; it may include presentations towards internal leaders and/or clients.
• Identifies individual and team gaps and takes corrective actions as needed following business-standard practices.
• Participates in the hiring and selection process to ensure the right ninjas meet our clients’ profiling requirements.
• Partners with the HR Department to ensure that company policies are observed by all employees and to make proper recommendations through incident reporting in subjecting erring employees to progressive discipline.
• Calibrates and coordinates effectively, efficiently, and clearly with Admin Departments like Recruitment, Training, Office Services, IT, HR, and others to ensure onboarding and maintenance of team members is seamless
• Adheres and coordinates payroll-related processes and procedures to the Ninjas as required and set by the company; Checks validates and ensures completeness and timeliness of submissions for approval and approvals of payroll-related requests
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• At least 2-3 years of team manager experience in a BPO setting
• General knowledge of simple API
• General knowledge of simple SQL
• Advanced knowledge of G-sheet and MS Excel
• Above average communication skills
• Client-facing experience - building a good relationship with the clients

• Familiarity with Intercom and SQL
• Familiarity with APIs and reading the API documentation