Iloilo, Western Visayas, Philippines
• Responsible for overseeing the production process and ensuring that it runs smoothly and efficiently. • Manage employees and meet project goals.
• Evaluates agents’ performances and ensures that they meet the established standard set by the company. • Creates deck and conducts QA talks to new hires and sets proper expectations on how they are expected to perform when endorsed to production.
• Monitor the control center systems and make sures that proper resolution would be made to all escalated cases. • Worked as a Team Leader / POC for graveyard shifters; made sure that all internal escalations are handled, and all Escalation Specialists and Processors are following their delegated tasks.
• Coordinate, develop, and participate in ongoing training. Provide necessary training, coaching, and mentoring to employees. Identify areas for improving individual and team performance. • Was presented with Shining Star Award for exceptional adaptability and flexibility to changes. (An individual who prioritizes the team before self)
• Established quality assurance guidelines and processes of a starting account and ensures compliance of these established guidelines. • Analyzes and creates monthly reports of data findings from a sample size to make sure that the service provided meets the standards set by the account.
• Reviews user-generated content in real time to make sure it meets the platform’s standards and community guidelines. • Worked as POC of graveyard team after a month from employment date. Handled co-moderators concerns and did decision making during the shift. Creating daily reports submitted to Team Leader for review and approvals.