The Project Coach is responsible for entry level supervisory duties and the support and development of representatives. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.
Essential Functions and Responsibilities:
- Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans.Provides ongoing training for performance improvement.
- Executes Recovery strategy to achieve Afni's objectives and individual/team goal attainment. Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
- Performs supervisory functions that include the mentoring and motivating representatives as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
- Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews
Minimum Requirements:
- Bachelor's degree in any field / Completed at least 2 years in College
- Team Leader experience handling Reservations Account
- Amenable to work in Fairview, Quezon City
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What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
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