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Senior Project Coach in Quezon City at Afni, Inc

Date Posted: 8/4/2018

Job Snapshot

  • Employee Type:
  • Location:
    Commonwealth Ave. Diliman Commercial Complex
    Quezon City
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:

Job Description

The Sr. Project Coach is responsible for mid 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
  • Manage performance of other supervisors.
  • Work hand-in-hand with the Operations Managers in relation to performance reviews and client meetings.

  • Minimum Qualifications:
  • Have earned a Vocational Diploma / Short Course Certificate or Bachelor's/College Degree of any field.
  • Have handled the same position for at least 1 to 2 years in the BPO industry
  • Preferably with experience handling a Telco Customer Service Account
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.


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