Shift Timingd- US shiftPrimary Duties and Responsibilities1. LeadershipProvide vision to guide the development of the teamIdentify, assess, and inform the Team Manager of internal and external issues that affect the teamFoster effective team work between the team members2. OperationsOversee the efficient and effective day-to-day operation of the dispatch floorAssist the Team Manager in everyday operations Ensure that policies and standard operation procedures are being followed and understood3. PeopleCoach and mentor as appropriate to improve performance of the teamEncourage and provide training for professional growth among team membersMaintain a positive, healthy and safe work environment Monitor the performance of team members on an on-going basis and share findings with the Team Manager4. Strategic PlanningWork with the Team Leader to implement the approved Center Strategic Plan focused on Center growth and continuous improvement5. Training and DevelopmentProvide mentoring to the team members to foster their skills development. Assist Team Leaders in assessing training needs, developing and implementing training plans the team membersEnsure team members stay up to date on systems, tools and processes including but not limited to on Call communication, Program knowledge & Compliance.Qualifications1. EducationHigh School Diploma or Graduation2.Knowledge, skills and abilitiesKnowledge of leadership and management principlesSome knowledge of human resources managementAbility to counsel and coach team membersGood communications skillsTime management and organizational skillsActive listening3.Proficiency in the use of computers for:MS OfficeInternet/Intranet/E-mailData Research4. ExperienceBPO/RPO experience shall be an added advantage