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Recruitment Operations TL

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Key Accountabilities:

  • Manage the team’s day to day operation to ensure that SLA is met
  • Constantly review reports and based on findings that will create methods for improving overall scores.
  • Tracking of the scores and creates a tracker that will aid the department to monitor the queues and/or work items
  • Sends out the necessary daily/weekly/monthly reports that are being sent to the business unit and/or service line; Performs monthly production report presentation to stakeholders
  • Reviews quality (second pass quality) and provides a corrective action plan if employees were unable to meet target
  • Performs Workforce Management duties – schedule management, leave management, report management, compliance management and training logistics
  • Updates the team’s schedule in and ensures that all scheduled events are managed
  • Adjusts and is able to equally distribute work load to the team when someone is on unscheduled absence
  • Monitors the team’s schedule adherence and efficiency thru OPT, Door Logs, etc
  • Handles escalations
  • Receives issues, escalations and other feedback; manage the overall satisfaction survey of stakeholders and work on the necessary action items to resolve issues and improve customer satisfaction
  • Conducts 1:1 coaching, support, motivation, and development of staff
  • Develop training programs and plans for the team or a certain individual
  • Assists in conduct a regular training needs analysis for personal and professional development of the staff
  • Identify opportunities for training and process improvement recommendations
  • Partner with HRM with regards to HR issues and concerns including disciplinary measures
  • Conduct meetings to disseminate announcements, process changes, policies and calibrate process
  • Conducts floor walks and facilitate team huddle/meetings as necessary
  • Handles intake of new projects and work with SME's to disseminate and/or implement