This will be Work On site in Shaw, Mandaluyong and Night Shift schedule.

For a Luxury Clothing brand in the US/ Retail account

The Team Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Responsibilities:

·    Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.

·    Monitor and take action on TKS, personnel and payroll issues.

·    Conduct performance appraisals annually.

·    Responsible for staffing and hiring.

·    Maintain current employee records on direct reports.

·    Review CMS statistics on a daily basis and provide constructive feedback.

·    Provide Subject Matter Expertise.

·    Ensure training needs of subordinates are met.

·    Modify operations as needed to meet service level agreements under supervision of Operations Manager.

·    Successfully complete all client related training.

·    Resolve escalated customer issues.

·    Hold team meetings on a regular basis with direct reports.

·    Communicate all process and client changes to direct reports within specific timeliness

·    Promote the use of all center communication tools.

Tasks:

·    Supervise, lead and inspire your team to ensure they regularly meet/exceed sales

·    Develop all team members to ensure top performance

·    Monitor all staff to assess developmental needs, to improve performance

·    Day to day management of team and related issues

·    Help provide training and development and conduct regular appraisals with team

·    Monitor, measure, report & analyze data to improve call centre performance

Skills:

·    Coaching Styles

·    Types of Leadership

·    Good oral and written communication skills

·    Motivating the team

·    Preparing tour desks’ work schedules and amendments if necessary

·    Preparation of the overtime report (calculate the hours)

·    Communicating with all sales agents in order to receive their comments/suggestions

·    Participating in a weekly meeting with each agent

·    Suggesting improvements to SOM/OM

·    Supporting the SOM/OM with the implementation of changes (new procedures, objectives, including eventually training)

Abilities:

·    Excellent ability to coach and performance manage agents

·    Work on a split day-off schedule

·    Show eagerness to take in calls and role model behaviors that their agents can follow

·    Able to respond positively to changing environment

·    Confident interfacing with clients either in remote monitoring sessions or face-to-face capacity

·    Team Oriented and highly self motivated

·    Able to motivate and encourage agents

·    Maintain and practice high standards of customer service and good communication skills

·    Problem solving and decision making capacities

·    Ability to work independently and in a team

·    Ability to work under pressure

·    Preferably with Retail account experience

·    Flexible and is able to work on extended hours if needed

·    Has Team Leader experience