Under the supervision of the Senior Supervisor/ Channel Manager, this key position is responsible for the overall performance and improvement of the project.
DUTIES & RESPONSIBILITIES
PERFORMANCE AND PEOPLE MANAGEMENT

• Tracks, reviews, and checks KPIs of the team using the applicable and required KPI tools and processes to monitor trends, and provide direction based on the recommendations to surpass performance standards.
• Delegates tasks and responsibilities to the team members and encourages them to work together to provide direction and guidance in meeting agreed upon deliverables.
• Evaluate performance opportunities (such as not limited to productivity, turn-around and processing time, quality, and attendance) periodically or as needed to set expectations and secure agreements, achieve SLA, create developmental plan as applicable, and guide performance-based decisions to improve overall team performance.
• Reviews manpower capacity/utilization, and coordinates with the Senior Supervisor / Channel Manager / Assistant Channel Manager and HR for staffing needs of the team.
• Validates Incident Report, and coordinates with HR Business Partner / Employee Relations team to ensure accuracy of resolution and compliance to the Company Code of Discipline (COD).

COMMUNICATION

• Interfaces with internal and external clients, Senior Supervisor, CM and subordinates on general issues and solutions related to SLA to establish and maintain trust between the stakeholders. List down functions, duties & responsibilities according to importance.
• Facilitates regular huddles to cascade company-related information, project updates, check on members\' well-being, and gather feedback and areas of concern.
• Communicate with internal and external stakeholders to discuss, recommend, and make decisions on plans, actions, and other production-related matters.
• Prepares and reviews production-related reports needed by the SS, CMs and other stakeholders for team performance monitoring and improvement.
• Oversees resource requirements such as manpower, hardware and software, and space allocation for recommendation of production needs to the Senior Supervisor / Channel Head for business continuity purposes.

REQUIRED DUTY STATEMENTS

• Ensures compliance with company rules and regulations, which shall include but not limited to the Employee Code of Discipline, the policies on Quality Management System (QMS), Information Security Management System (ISMS), Environment Health & Safety (EHS), and Environmental Management System (EMS); Data Privacy Act (DPA); and other duties and responsibilities prescribed for all ADEC employees.
• Ensure compliance with all Non-Conformity Corrective Action Preventive Action Concessions (NCAPACs) and all other audit findings within the prescribed period.
• Reports security incidents and/or any identified security weaknesses.
• Perform other tasks that may be assigned from time to time.

JOB REQUIREMENTS

Education    

• Graduate of BS in Accountancy or any related business course.
• Completed training requirement for the position, i.e., supervisory skills training, management training, etc.

Experience    

• At least 3 years of work experience &/or years of experience in relevant or related role/capacity
• 1 year or more of relevant and related experience in BPO industry is an advantage 

Eligibility     

• Having relevant training courses is an advantage (Kaizen)

Competency

Functional Competencies

• Able to adapt and meet some complex or non-routine production situations.
• Able to generate reports and provide analysis related to quality that may include root cause analysis, Pareto, and any other quality tools.
• With strong technical knowledge relative to the nature of the business.

Leadership Competencies

• Recognizes problems, takes corrective and preventive action, and keeps people informed of plans, progress, and decisions.
• Develop team and staffing plans in consideration of the organization\'s strategic objectives.

Core Competencies

• Commitment to the Company’s vision & mission
• Customer Focus, Excellence, Respect, Teamwork, Integrity, Commitment (CERTIC)
• Excels at operating in a fast-paced and diverse environment
• Demonstrated high professional and ethical standards

The close of business on 24th January 2025.