Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA for now. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have ongoing hiring for a Process Leader with experience in Sales or Healthcare for our BPO Partner company located in Makati City.

Business Estate: BPO (Sales or Healthcare Experience)

Function: Operation

Role: Process Leader (TLs)

Work set-up and shift: Work from the office, night shift

Salary: 32,000-40,000 (Basic) + Allowance

Qualifications:

• Must have at least 2-3 years experience in BPO set-up on the said role


• With sales or healthcare experience


• Open to Undergraduates


• Can start immediately


• 1-2 years of supervisory experience


• Minimum of 1-year experience as Process leader/TE

Responsibilities:

Operational

• Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.


• Consistently achieves all KPIs and SLAs set by the clients with strict adherence to Quality parameters.


• Floorwalks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous, and accurate responses to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing.


• Strong organizational, planning, and analytical skills.


• Basic arithmetic and statistical skills for analysis of data and generation of reports.


• Problem-solving skills

Key Performance Indicators

• Handles any escalations that an associate is unable to handle, solve process-related queries, and handles grievances.


• Listens to calls and coaches the team to enhance performance.


• Monitors the calls/chat taken by the associates and provides them feedback.


• Interacts with the quality team to seek feedback on the team’s performance and team quality scores.


• Conducts monthly and confirmation appraisals for the associates by the 7th of each month and provides them feedback.


• Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work-related problems including scheduling or adjusting overtime requirements, and break management as necessary. Devises strategies to minimize attrition & absenteeism.


• Organizes training programs for the associates.


• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements.


• Holds team briefings and de-briefings before and after each shift.


• Organizes weekly team meetings to update the associates on any process changes, quality issues, and team SLA and KPIs.


• Initiates and administers the rewards and recognition program for the team.


• Organizes the monthly team outings in coordination with the associates and the team members.

To apply, please submit your updated resume on this post and apply directly to our website below:

https://www.myglit.com/lateral/cref/375c967f42

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

APPLY NOW!