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Project Coach (Collections) in Quezon City at Afni, Inc

Date Posted: 11/28/2018

Job Snapshot

Job Description

The Project Coach is responsible for entry level supervisory duties and the support and development of representatives. The incumbent will be responsible for executing recovery strategies for the attainment of department and team goals. This position will be responsible for monitoring client calibrations, quality related coaching and providing feedback.
Essential Functions and Responsibilities:
  • Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans.Provides ongoing training for performance improvement.
  • Executes Recovery strategy to achieve Afni's objectives and individual/team goal attainment.
  • Manages daily work map / flow and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
  • Performs supervisory functions that include the mentoring and motivating representatives as well as addresses any attendance or scheduling challenges.
  • Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
  • Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews
  • Bachelor's degree in any field / Completed at least 2 years in college
  • 1 year of Team Leader experience or at least few years of Coach experience.
  • Experience handling a Customer Service account which includes billing and collections.
  • Handling a chat account as Team Leader/Coach not required but a plus.
  • Amenable to working on shifting schedules.
  • Amenable to work in Commonwealth, Quezon City
  • Can start ASAP


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