.Ensure that start of month PEAMs are served to all Team LeadersCoordinate with all departments and department managers within the company to meet campaign needs.Ensure that end-of-month scorecards and PAFs are served to all Team LeadersWeekly updates on the performance of the Team Leaders are delivered through coaching.Ensure Daily MyPay/Payroll schedules, logs, and overtime filings are correct and accurate before forwarding for final pay approvalConducting Daily Checks of MyPay/Payroll entries on all team members within clients/programs/projects/LOBs managedEnsure leave filing is checked if compliant with attendance policies before forwarding for final approvalPIF Creation and Timely SubmissionTaking care of requesting and managing Finance items / Team BudgetManaging Updates on Campaign/TL Trackers (Priority Management File, Attendance, Stats, etc.)Implement required process updates from the Ops Management and the Client during one-on-one coaching or team huddlesSending of Adhoc/WTD/EOM Reports to Client & Operations teamClient Call outs / Escalations review and actionCreation of Team Leaders Monthly ScorecardAttend daily/weekly/monthly/quarterly meetings and performance reviews with the client and/or managementIssuance of DPFs and CAFs for COC violations falling under Sanction A-CIssuance of DPF & CAF to Agents for Behavior & PIP/ PerformanceInitiate Programs to drive better performance – Such as engagement activities and R&R ProgramsAnalyze the Agents and Team's performance through daily/weekly/monthly review of the data/reportingPrepare and Roll Out Monthly Schedule Staffing and ensure that Staffing requirements are metManagement of attrition by ensuring proper and constant guidance and development of every staff in the teamEnsure that all Agents and Teams adhere to all operational forms and processDrive quality on all calls through daily agent call listening sessionsDeveloping Team Leaders by providing leadership training and re-assuring that Team Leads can effectively coach and develop agents - Daily Team Leader Triad SessionsDocumentation and sending of coaching logs (1 per Team Leader/week minimum)Motivate staff to meet and/or exceed productivity targets without affecting the high quality of deliveryReinforce program's expectations; KPIs are met or exceededProvides timely constructive feedback to all staff regarding their performance, acknowledges strengths and identifies areas of opportunitiesEnsure the involvement of the staff in the analysis of their respective performanceMaintenance of team's growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths, and addressing areas of opportunities
