Team Supervisors are responsible for the day-to-day activity and development of 15 Agents within a call center environment. The Team Supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and results. Team Supervisor’s conduct regular business meetings with Agents to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Team Supervisor’s work closely with the Call Center Operations Management to ensure the overall adherence to corporate policies and optimal performance standards.
Job Responsibilities:
- Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
- Partnership with client support groups to work toward common goals
- Develop and maintain strategy on ensuring customer satisfaction on all customer interactions
- Provide team motivation and development to drive the desired results
- Responsible for the overall performance and productivity of direct reports
- Responsible for daily and weekly payroll review and submission to ensure correct entries
- Responsible for tracking and reporting all agent on and off phone activities
- Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance
- Monitoring of individual attendance adherence to schedule
- Responsible for coaching via agent one on ones monthly
- Other duties and responsibilities as assigned
Qualifications:
- Exceptional interpersonal & communication skillsStrong supervisory experience including staff development
- Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
- Demonstrated ability to drive performance through the actions of others
- Understanding of call center tools and technology used to manage KPIs and SLAs
- Possess effective conflict resolution skills (both customer and agent conflict)
- Possess time management, planning, organizational and multi-tasking skills
- Ability to learn new products and system
- Flexibility in working within the hours of operation, including weekends and holidays
- Ability to work in a professional fast-paced environment
- No written warning and Up
- No commitment and Attendance issues
