Responsible for the supervision of activities and resources needed to support the day-to-day efforts of the department and to achieve the business plan.
Provides direction and expertise to departmental teams and participates in cross-department initiatives. Can handle most unique situations.
May need advice to make decision on complex business issues.
Ratio (Span of influence)
Mission and Vision
Support the team through effective management and communication to foster a connection culture.
Meet team monthly operational lag and lead measures.
Meet team monthly quality average scores.
Achieve a Top Quartile score in Leadership Excellence questions on the monthly and quarterly surveys.
Achieve a Top quartile score on My Manager VIA questions.
Contact Center specific responsibilities :
Strategy to meet the team'sOperational and Customer KPIs (4DX approach) - Work with PL and TC for tactics
Plan and execute team Employeeengagement actions
Ensure good Management of change always.
Support employees with their career development plans
Employee Performance Management (including PIPs)
Create corrective action plans (CAPs) based on Production Lead KPI root causes andTechnical Lead agent knowledge gaps identification + other factors
Attendance / time card management
Bi-weekly 1 : 1s with each team member
Bi-weekly 1 : 1s
Weekly Team Huddles
Hiring (interview for new hires)
Hiring Daily MBWA
2nd point of contact for customer escalations
2nd point of contact
Sponsor continuous improvement projects for their team
Create clear goals and expectations for each team member
Maintain team awareness on main KPIcalculations
Requirements (minimum education and experience)
BBA or equivalent experience
Min 3 yrs experience in a customer support organization
Min 2 yrs with people / team leadership experience (Example : Team Coach, or Production lead)
Proven experience on KPI’s knowledge and leading continuous improvement projects
GB Six Sigma certified
At least 1 year consistently meeting or exceeding individual results.
Management Career Path (already identified as someone who wants to follow a management career within HP).
No disciplinary actions or SBC violations.
Fluent in conversational and written English.
Strong interpersonal skills, ability to debate, dialogue, negotiate, influence and work with others collaboratively and assertively.
Time Management Skills and Schedule Flexibility (be able to organize and prioritize tasks, both scheduled and non-scheduled).
Positive leader (motivates oneself and others)
Conflict Resolution (resolves both customer and people conflict effectively).
In-Depth Business Process Knowledge. Cross-business knowledge is desirable.
Demonstrate a broad knowledge of corporate organization and policies.
Demonstrate intermediate skills in project management, communication, analysis and presentation.
Understand and adhere to HR guidelines and processes
Ability to work in a high-pressure environment
Leadership qualities : Integrity, attention to detail, timeline sensitive, goal oriented, motivator
Ability to adapt and lead in a changing environment
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