Summary of Responsibilities:
▪ Responsible, accountable and in charge of the assigned operation floor
▪ Assist in the formulation of floor operation targets for Team Leads
▪ Oversees, monitors and manages all client campaigns;
▪ Measuring performance by campaigns’ KPI’s
▪ Keep management informed on issues and problems
▪ Adheres to Protel’s policies and procedures as contained in the Employee Handbook.
▪ Monitor reports relating to KPI’s and keep Team Leads aware of inbound calls, calls waiting,
abandonment rate, etc.
▪ Be available to guide the entirety of the floor’s operations.
▪ Ability to communicate at all levels.
Specific Duties:
1. Provide operational leadership for subordinates to guide them in managing the daily operations;
2. Ensure customer contractual KPIs are achieved while providing the relevant managers and staff
with operational direction;
3. Monitors productivity of call center representatives and generates reports
4. Acts as one of the main points of contact between the client and the Supervisors;
5. Monitors individual, team and call center results to identify and act on both positive and
negative performance trends to ensure attainment of revenue goals and performance targets.
6. Provides communication and follow up to ensure representatives are fully informed of all new
information related to services, procedures, customer needs and company related issues,
changes or actions.
7. Performs other duties as assigned by the Manager.
8. Act as a resource for clarification of company policies, ensure consistency within the team
through coaching and mentoring, meeting with individuals and performance reviews;
9. Handles escalated calls for proper handling and follow up.
10. Provide Monthly reports to the Operations Manager showing production, targets, etc.
Job Requirements:
1. Excellent interpersonal and communication skills;
2. Associate degree preferred;
3. Minimum of 2 to 3 years experience in Operations with Supervisory experience
4. Effective written, listening and presentation skills;
5. Demonstrated leadership skills;
6. Able to adapt to constant changes and shifts in client demands and expectations;
7. Proficiency in Microsoft office or Google Docs and strong skills in report generation and trend
analysis;
8. Commitment to high-quality standards;
9. Effective communicator both oral and written, Process improvement, problem solving, people
skills, Teamwork, people management, managing processes, emphasizing excellence.
10. Flexibility and Availability to complete or exceed all requirements