Shift Management Function:

? Accountable for the shift operations

? Ensures execution of contingency and disaster recovery plans

? Ensures Contact Center meets productivity standards and client service levels are met or exceeded

? Reviews and analyzes productivity reports prepared by the team leaders before the reports are submitted to the Operations Manager

? Submits periodic productivity/service performance reports to the Operations Manager

? Prepares the schedule / Team Leaders assignments to ensure that all operational hours are supervised

? Regularly conducts dialogues, communication sessions with agents/front liners (skip meetings)

? Ensures that workplace is safe, conducive, and a healthy working environment

? Implements floor management policies in order to ensure adherence to service level agreements between clients

? Coordinates with workforce with regards to approval/disapproval of request for unscheduled leaves and tardiness and the necessary adjustments to schedules of available manpower in order to meet requirements

? Ensures preparation of client required reports and makes necessary endorsements to ensure that deadlines for submission of reports are met

? Be able to analyze and recommend measures in order to meet set metrics based on trends

? Ensures all team monitor service calls to observe employee?s demeanor, technical accuracy, and conformity to company policies

? Be able to ensure that operations run smoothly on a daily basis

? Be able to coordinate with Workforce to ensure Service Levels and program goals are met

? Recommends corrective services within client limits to adjust customer complaints

? Answers questions about service to Shift Managers and Team Leaders and works to develop so repeat questions do not arise

? Strives to help the entire team when in need of assistance

Quality Management/Standards Compliance Function:

? Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly)

? Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct

? Conducts regular inter and intradepartmental operations, feedback, action planning, meetings for dissemination of policies and products, hardware issues, troubleshooting, review of status reports, etc.

? Participates in the development of contingency plans, escalation procedures, and disaster recovery plans

? Regularly reviews staffing requirements, actual headcount vs. budget, and requisitions for manpower when necessary

? Ensures implementation of customer complaint escalation and turnaround time for complaint resolution to meet service level agreements

? Participates in the preparation of the department?s annual business plan and budget to support company?s objectives and goals

? Ensures operation?s compliance with the client?s requirements and policies

? Provides recommendations in the setting of call center systems parameters

? Be able to implement action plans to ensure alignment between the other support groups

? Be able to communicate as needed with other departments within the Contact Center about operational and personnel needs

• Cross functions
• Help out for/from other groups

? Be able to analyze situation arises outside the established guidelines or parameters and be able to evaluate such situation for impact on present

? Be able to give recommendations and implement these recommendations once approved to ensure process improvement in order to help the program achieve its goals