Employee Relations Manager

Experienced Team Manager with over ** years of experience in the BPO industry. Having an excellent reputation for solving problems, improving customer satisfaction, and driving overall operational improvements. Consistently capable of saving costs while increasing profits. Enthusiastic Team Manager eager to contribute to team success through hard work, attention to detail and organizational skills. Motivated to learn, grow and excel in providing the best customer service experience.

• Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.

• Led employee relations through effective communication, coaching, training and development.

• Met with clients to maintain communication to enhance teams' execution on new products.

• Facilitated meetings to communicate team performance goals and results.

• Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention by 35%.

• Evaluated employee performance on weekly basis and coached and trained 18 team members, increasing quality of work and employee motivation.

• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.

• Identified and corrected deficient performance and behaviors to achieve maximum productivity.

• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

• Implemented new processes to streamline workflow within team, averaging 2 hours of additional productivity per day.

Contact Details:

email: ******.*********@*****.***

mobile: +639*********