JOB SUMMARY:
The Supervisor will be responsible for coaching, mentoring and motivating team members to achieve defined KPI targets, resolving customer escalations and practicing cultural behaviors. The Supervisor is also expected to advocate for customers and participate in activities that improve business processes and improve operational effectiveness.
KEY RESPONSIBILITIES:
• Achieve departmental growth by hitting targets and successfully managing a team.
• Design, suggest and implement strategic plans that could potentially improve our processes.
• Assist with recruiting, objectives setting, coaching and performance whilst keeping a pulse on agent activity.
• Coach, train, counsel and discipline employees.
• Distribute daily reports which include individual agent audits, breach reviews and stat reviews.
• Send email huddles which should give a high-level overview of the MTD stats, Week over Week stats, Agent Ranking stats, and other comparative data.
• Follow up on agent step goals and make determinations on whether or not an agent should go on Performance Improvement Plans.
• Hit monthly call review targets which includes daily live monitoring.
• Pull and analyze the hours and adherence for all the agents on your team and ensure all anomalies are adjusted.
• Identify future and current trends that appeal to consumers.
• Preside over staff meetings.
• Identify and develop future leaders on your team.
• Handle customer complaints, questions and issues.
KEY COMPETENCIES & QUALIFICATIONS:
• Excellent leadership skills
• Excellent problem analysis and problem-solving skills
• Excellent communication and interpersonal skills
• Attention to detail, accuracy and time management
• Ability to follow written and oral instructions
• Flexibility and adaptability while maintaining professionalism
• High level of competence in MS Office
• Have a satisfactory performance evaluation
• Meet all job specifications for the role
QUALIFICATIONS AND EXPERIENCE:
• Associate degree or higher preferred
• 2-5 years cumulative experience in the BPO sector with 2+ years of supervisory experience.
• Must be fully flexible
Job details are sourced from the employer's original posting.
Open job postingAbout the company
ITEL is a global customer experience (CX) company that provides customer service, technical support, and back-office solutions to clients worldwide. They specialize in delivering tailored solutions to enhance customer engagement and operational efficiency for businesses across various sectors.