Google GDO (Team Lead)

LOCATION: MANILA AND CEBU PHILIPPINES
JOB TITLE: GOOGLE GDO (TEAM LEAD)

Experience:
1. College Graduate
2. With 3 years and up Experience

Candidate Requirements:
- Responsible for managing team of Production Specialist
- Responsible for responding back to the client and internal stakeholders in an efficient and professional manner.
- Handles and resolves customer complaints - identify and escalate priority issues.
- Build and strong personal customer rapport and establish engagement to drive positive customer experience.
- Ensures compliance with all company and departmental policies, procedures and guidelines.
- Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization.
- Identify coaching needs for the team members and providing required support and follow up on a timely basis.
- Data Analysis - Analyzing data short term and long term trends, report generation, graphical representation business analytics report, management reports.
- Data Reporting - Create and Maintain Location customer facing reports & dashboards.
- Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Quarterly & Annual performance reports, PMS and attrition.
- Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client/End Users.
- Understands Quality Assurance from Operations perspective.
- Understands vulnerabilities of products and services and works towards ZERO penalties.
- Identify blockages and recommend improvement opportunities, deliver sound, SMART recommendations in relation to continuous improvement.
- Oversee the end to end management of the Quality Assurance Specialists team.
- Ensure quality sampling targets (ISO) are met; systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business strategic plans in relation to quality improvement.
- Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations.