Drive High Performing Teams

Há 24 horas

São Paulo, São Paulo, Brasil beBeePerformance Tempo inteiro

Job Title: Team Performance Manager

Job Description

The role of a Team Performance Manager is to oversee the execution of processes and drive team performance on key metrics. This involves ensuring that processes are executed as per client contracts, conducting briefings before every shift to drive focus on key metrics, and debriefing at the end of the shift to drive focus on quality and adherence to contract compliance processes.

Responsibilities
  • Ensure process execution as per client contract
  • Conduct briefings before every shift to drive focus on key metrics
  • Debrief at the end of the shift to drive focus on quality and adherence to contract compliance processes
  • Prepare notes from huddle meetings and share them with the team
  • Prepare and share performance data of the team with the client at the end of the shift
  • Interact with the client and prepare notes to share updates and changes with the team
  • Review performance on key process metrics and conduct RCA to improve quality parameters
  • Purpose presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share it with the manager
  • Drive performance of the team on identified metrics of the process
  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/low performers to improve their performance metrics
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client's end
Required Skills and Qualifications

Mandatory Skills:

  • Payment and Fraud(Trust & Safety)

Experience:

  • 1-3 Years
Benefits

We are an equal opportunity employer and welcome applications from people with disabilities. We provide equal opportunities to all and value diversity.

Others

Reinvent your world. We are building a modern organization. We are an end-to-end digital transformation partner with bold ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. Join us and design your own reinvention.

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