Paula Bianca Pua

● Monitor individual and team performances with upper management which also includes evaluating results and objectives
● Maintains and improves call center operations by monitoring system performance, identifying and resolving problems.
● Meets financial targets by estimating performance requirements and preparing annual budgets
● Presents monthly, quarterly and annual account action plans and objectives.
● Recruits, selects, hires, and trains new personnel and prepares them in their roles

● Supports team manager and performs management duties when manager is out of office
● Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
● Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
● Develops strategies to promote team member adherence to company regulations and performance goals
● Conducts team meetings to update members on best practices and continuing expectations
● Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines

● Ensures that the account complies with the company’s code of business and ethical conduct as well as internal policies and bylaws.
● Identify risks following Failure Mode and Effects Analysis (FMEA)
● Continuously update risk management process to ensure that it is aligned with the current process
● Report any identified risk or violations to avoid a future recurrence.
● Submit proposal on how to mitigate or eradicate identified risks

● Conducts new hire, cross skilling or upskilling classes to the assigned account.
● Facilitates nesting and monitors the performance of the classes handled.
● Conducts training needs analysis and recommends action plans to target the right competencies.
● Coordinates with quality and operations in proposing projects/programs that can help out target opportunities within the account
● Evaluate and update the curriculum, agenda and training materials in a timely manner.
● Submits daily, weekly and monthly training reports
● Serves as floor support/SME when there is no class to help out operations.
● Act as POC when the Training Manager is not around.

● Handle customer inquiries via phone (voice account) and either via chat or email (non voice account)
● Follow process as outlined in the designated line of business
● Escalate customer concern as needed