Russell Bayla

Las Pinas, Metro Manila, Philippines

Yearly Stats: $0 Earned |

TEAM LEAD – ORDER MANAGEMENT

Leader with exceptional organizational skills and the ability to carry out tasks efficiently in a fast-paced and dynamic work environment.
Quality driven ?
Able to effectively communicate and listen; a team player; a passionate advocate for people development ?
Excellent skills on Microsoft office products and computer technology ?
Has strong background on telecommunication business accounts

Provides team leadership and coaching ?
Ensures that the team meets metrics set by the client ?
Monitors attendance and performance of each agent; ensures that individual goals are met ?
Attends meetings and performance reviews with the clients to ensure that targets are properly set and attained ?
Documents agent’s disciplinary actions, and prepares coaching logs or action plans ? Prepares staff schedule on a monthly basis ?
Gathers data for employee regularization and scorecard data for agent’s annual appraisal ?
Reviews incoming workload volume during pre-sales process and distributes tasks accordingly to team members ?
Performs constant follow ups with the service delivery team and performs/attends to escalations as necessary ?
Performs quality audits and pulse checks to help improve CSAT ?
Monitors and helps minimize past due orders to improve the pipeline and sees to it that the revenue targets are met ?
Drives the team to eliminate untimely delivery of service and failed activations ? Provides guidance to the team based on management directions

Data Entry Team Leader
Ensures that the team meets metrics (QA, Prod hours, SLA) set by the client ? Monitors attendance and performance of each agent; ensures that individual goals are met
Conducts weekly quality audit of random orders to further monitor team performance ? Documents agent’s disciplinary actions, and prepares coaching logs or action plans ? Prepares staff schedule on a monthly basis ?
Attends meetings with the client via conference calls to discuss deliverables and process updates ?
Handles highly escalated issues for and within the team ?
Provides assistance to team members with process-related issues and concerns ? Conducts interviews for new hires ?
Gathers data for employee regularization and scorecard data for agent’s annual appraisal ?
Assigns and distributes workload (order forms and internal email requests) among team members ?
Keeps the team constantly updated on process rules ?
Keeps the manager informed of task accomplishments, issues and status

$8 / Hour
$25 minimum budget