Arnel Calilap

Background

About Arnel Calilap

Develop and manage the performance of assigned project coaches. Monitor day to day performance and address and administrative and operational concerns in real-time as they arise. • Monitor and guide the development of supervisors and ensure that all ar at par with site goals.• Maintain a productive state within all direct reports and their subordinates to ensure maximum profitability on all billable metrices.• Continuously reinforce an athmosphwre of professionalism and come up with platforms or avenues of processes in order to adapt to rapidly changing client requirements.• Outline and execute performance development plans that is amendable to both supervisors and agents.• Work with the Process Manager in managing the performance of agents and the teams, reporting to him/her; oversee the day-to-day activities.• Coach agents on behaviors that affect KPI performance; identify performance gaps; formulate action plans to address identified performance gaps; implement and monitor action plans to ensure success• Implement programs and activities to ensure that agents meet and exceed KPI goals in billable metrices; monitor the progress of action plans that target the above mentioned KPIs; employ contingency plans as necessary based on real-time performance• Monitor the daily, weekly, and monthly attendance of employees; document infractions and implement corrective action; submit attendance reports to Workforce Management and Timekeeping• Create and implement rewards programs to recognize good performance and motivate employees to perform well• Conduct team meetings, as required, to discuss team’s performance, updates, and future goals or action plans; plan and conduct Division meetings as necessary or as instructed by the Director.