PHRN Team Lead

PHRN Team Lead

DUTIES & RESPONSIBILITIES

• Internal Customer Relations: Communicate resignations in the team and other agent concerns to HR. Update employee attendance record in Employee Self Service (ESS) and ensure records are sent to payroll on time. Escalate all employee concerns to HR‑SBU and Shift Manager. Coordinate with Shift Manager and Workforce Department about team members’ shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc.). Escalate quality related issues to Shift Manager. Inform Shift Manager when systems needed to handle calls are not working effectively.
• Process Improvement: Note all situations that arise that were not covered in training or previous updates. Work with Shift Manager to ensure all other teams, Quality Assurance Group, and Training Team are informed to prevent repeat questions. Determine work procedures and expedite workflow. Recommend new or modifications to existing procedures to ensure...