PROFESSIONAL EXPERIENCE
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Operations Manager
Recruit, select, train, assign, schedule, coach, counsel, and discipline employees. Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions. Plan and review compensation actions; enforce policies and procedures. Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends. Manage relationships with key stakeholders and operations client vendors.
Team Lead
Team governance to ensure that policies, processes, and most importantly goals are met. Creation, improvement, and documentation of steps and strategies to better performance. Development, coaching, and mentoring of the agents. Ensure employee compliance with client rules and issue memos regarding -deviations thereof. Conduct preliminary investigations for all i----------- reports related to the team. Monitor staff performance and attendance activities. Develop high-potential agents for the leadership role. Maintain a positive and harmonious relationship with tea-----------mbers. Performance review with Operations Manager, Senior Operations Manager, and Clients.
Ta-----------t Acquisition
Expert in the targeted selection process. Formulates OV questionnaire targeting communication skills and motivational fit standards. Conduct Final Interviews. Coordinate with the recruitment team for process improvement. Responsible for onboarding other team leaders about the OV process. Facilitate roadshows to encourage employee referrals.
Trainer
Prepare modules and materials needed. Provides support to develop the skills and capabilities of the employees. Create an effective approach to facilitate training. Evaluate trainees before endorsing to operations. Onboarding Leader
Welcome new hires to operations. Discussion of protocols, rules, and regulations of the company and the client. Creates a road map to ensure a step-by-step understanding of the products and processes. Evaluate agents to check who should be endorsed to operations. Creates team clusters and delegate the task to SMEs relating to agents' improvement.
Project Manager
Analyze data to check for high-performing agents. Do the interviews for high-performing agents to evaluate motivational fit. Coach high-potential agents about product expertise. Teach the team how to deal with all types of agents using different coaching techniques. Set expectations about the roles and responsibilities of SMEs and TLs. Give motivational speeches during meetings to boost the team's confidence. Give feedback to Sr. Operations Manager about the team's readiness in assuming additional responsibilities.
