Nikko Robleza

As the Manager on Duty, I oversee a team of Team Leaders and am responsible for driving the success of the operation during my scheduled shifts. This includes conducting coaching, huddles, and team meetings to ensure that we are meeting our targets, as well as providing effective communication and leadership to all employees to maintain exceptional customer service.

In addition to people management, I am responsible for ensuring that all functions of daily operations and employees are running efficiently and effectively. This includes monitoring Team Leaders to ensure their teams are functioning optimally, as well as updating the site's weekly and monthly KPI scores, ensuring all client trackers are up to date and accurate, and sending all required client reports before the deadline.

As the point of contact for clients and the company, I am also expected to respond to emails within one hour when on duty and two hours when at home. Lastly, I meet regularly with Team Leaders for one-on-one coaching sessions to ensure that they are able to effectively manage their teams and meet their goals.