Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2009 to May 2016 (79 Months)Duties and Responsibilities:
- Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.
- Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
- Consistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
- Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc.
- Meet or exceed all deadlines for reporting.
- Analyze trends and creating action plans that determine a solution.
- Exposed to Microsoft Word, Outlook, Excel & Power Point.
- Demonstrate teamwork by supporting and assisting other Team Leaders.
- Using strong communication skills, participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc a.
- Take on additional duties on project or site committees while maintaining daily duties
- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
- Dianne has been working for over 10 years mostly within BPO/Consulting industries catering to international clients. She started handling customer service roles and later on, handled team leader roles. She was exposed also to handling HR tasks since 2016 and was able to work for an AU-based client directly for around 2 years. For the last few years, she has been managing her own business. She is proficient in doing the following tasks:
- Customer Support/Handling
- Team Management
- HR Recruitment end-to-end cycle
- Performance Appraisals
- Payroll Validations
- She is adept also in using the following tools/software:
- Google Spreadsheets
- Canva
- MS Office (Excel PowerPoint)
- Social Media Platforms (Facebook, Instagram)
- Google Analytics
- Job Posting Ads (Onlinejobs, Jobstreet, Indeed, Gumtree, LinkedIn, Seek)
- She is available to start in at least a week notice period
Predictive Index Behavioral Profile - PromoterStrongest Behaviors:
Behavioral Summary:
Charish Dianne is an outgoing, talkative, very friendly individual, a lively and stimulating communicator. A good mixer who is poised, active and responsive in social situations.
The complete extravert; informal and uninhibited in their behavior; understands people well and is capable of using that understanding to gain the friendship and cooperation of others. It is important to this individual to be liked and accepted, and they express themself to individuals or groups with warmth and enthusiasm. Easily understands and accepts other viewpoints, ideas, and feelings, and can be effective at getting diverse groups to come together and collaborate.