Senior Team Manager

Expected Salary:
$900.00/month
Employment Type:
None
Public ID Verified

Basic Information

Age
30
Gender
Male
Contact Number
Member Since
January, 2018
Education
High School Diploma
Experience
9

Top Skills

Tech Support

Customer Support

Email Support

Summary

I have been in the BPO industry for 9 Years. I started my career in Convergys and stayed with them for 3 Years as a Technical Support Representative. I moved to VXI Global Holdings Inc with the same position, got promoted to SME after 3 years of being a TSR, then got promoted to Team Lead after 2 months of being an SME. I have been a Team lead with VXI for 3 years and 6 months. Throughout my Career with VXI i have learned alot of things; from giving out great customer experience, to providing floor support to agents, to mentoring them, coaching them and enriching their skillsets on their desired career growth. Listed below are the Responsibilities i have been doing for the past 3 years. - Responsible for managing a group of 15 to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps. - Reviews agent performance Daily, Weekly and Monthly to ensure all goals are achieved. - Responsible for Employee's Timekeeping Attendance to ensure Agents are paid on what they have worked on a bi-weekly basis. - Identifies Performance Gaps, behavioral patterns and Prepare action plans for effective coaching to improve and drive agent performance. - Reviews and distributes Client/Company procedural updates(Either thru Team Meetings or one-on-one Coaching) and changes in a timely manner. Ensures that agents understand changes and are aligned with Organization/Site/Client Goals. - Plans and conducts team meetings to share information, Calibrate knowledge and performance, and motivate Agents to learn and excel in their chosen field and endeavor. - Attends Assigned leadership Calibration Sessions to ensure agents calls are aligned with Quality Assurance Objectives and Targets and CSAT Expectations. - Liaises, Tracks and coordinate with supporting departments such as IT(computers, headsets. software, password reset etc), Human Resources(personal documents, status updates, Employee Change Notice Updates etc), Payroll(Pay disputes, Tax Queries etc), Business Analysts/BUSA(Performance Improvement Plan Weekly/Daily Update, New formula definitions etc) and Workforce(Overtime, Attendance Tracking Etc) - Conducts Annual and Midyear Performance Review/Evaluations. - Enforces Company Code of Conduct, Compliance of Requirements and Procedures, Dress Code, English Only Policy, Positive Attitude and behavior among co-workers, Integrity and Call handling. - Drives Teamwork and Team Performance. - Creates, implements, and supports Call Centers Initiatives. Skillsets : Excellent Customer Service Skills Excellent Telco Technical Support Representative Average MS Excel Skills Organizational Management Data Analysis Direct Feedback Model (coaching style) Seminars Attended : VXI Leadership Summit 2014 VXI Leadership Summit 2015 VXI Leadership Summit 2016 7 Habits of Highly Effective People ATT Operations Managers Certification Training

Skill Rating

Admin & Office (Virtual Assistant)

Data Entry
Email Management
Recruitment Assistant
Event Planner
Research
Appointment Setter
Personal Assistant
Human Resource Management
Project Coordinator
Quality Assurance
Travel Planning
Transcription
Admin Assistant

Advertising

Amazon Product Ads
Facebook Ads
Media Buys
Google AdWords
Bing Ads

Customer Service and Admin Support

Social Media Moderation
Email Support
Customer Support
Content Moderation
Community Forum Moderation
Tech Support
Phone Support

English Skills

Translation
Tutoring Teaching
Writing
Speaking

Finance and Management (Virtual Accountants)

Payroll
Quickbooks
Xero
Tax Preparation
Strategic Planning
Investment Researching
Inventory Management
Financial Management
Financial Forecasting
Financial Analysis
Business Plans
Bookkeeping
Accounting

Graphics and Multimedia

Web page Design
Animation Specialist
Podcast Editor (Audio Editor)
Print Design
Recording Audio
Shirt Design
User Interface Design
3D Modeling
Graphics Editing
Logo Design
Video Editing

Marketing and Sales

SEM
Twitter Marketing
YouTube Marketing
Craigslist Marketing
Instagram Marketing
LinkedIn Marketing
Facebook Marketing
Video Marketing
Telemarketing
Social Media Marketing
SEO
Sales Representative
Mobile Marketing
Lead Generation
Email Marketing
Direct Mail Marketing
Classified Ads Marketing
Affiliate Marketing

Professional Services

Real Estate Services
Medical Services
Legal Services
Architectural and Engineering Services

Project Management

Writing Project Management
Design Project Management
Other Project Management
Software Development Project Management
Web Development Project Management
Marketing Project Management

Software Development / Programming

iOS development
Software QA Testing
C#
Ruby on Rails
Android development
Game development
Desktop Applications
Python
ASP.NET

Web Development

Mysql
Wordpress Development
PHP
Joomla Development
Javascript
Drupal Development
Laravel
ClickFunnels
Shopify
Magento

Webmaster

Ecommerce / Shopping Carts
Wordpress
Webmaster Tools
PSD to HTML
Managing Servers
Joomla
HTML
Google analytics
Drupal
Content Management
Cpanel
CSS

Writing

Editing Proofreading
Creative Writing
Copywriting
Blogging
Technical Writing
Web Content Writing
Ghost Writing

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