Call Center Supervisor

Confidencial

Lugar de Trabajo:

Publicado:

Publicado hace 33 días

Salario

No especificado

Tipo de puesto:

SUMMARY OF PRIMARY JOB RESPONSIBILITIES:

To coach, develop and motivate agents by providing the skills and knowledge to perform their job with the objective of realize maximum productivity and quality and to achieve the pre-defined KPIs and PIs.

Additional responsibilities include, but are not limited to:

  • Controls the KPIs and PIs on a regular basis
  • Reports on a regular basis on individual and collective AGENT results with reference to the pre-set objectives
  • Respects process of continuous review and proactive management of absenteeism and attrition for all agents in his/her team
  • Recognizes indicators of employee dissatisfaction and escalates if necessary.
  • Is responsible for the corrections of the agents data in the time registration tool.
  • Whenever required, participates in the selection and recruitment of agents and coaches.
  • Regularly conducts evaluations with agents
  • Proposes and participates in the implementation of improvements and adaptations to operational practices in order to maximize quality and productivity
  • May be asked to handle customer calls (second level) in case of escalations
  • Ensures that all work is distributed and processed properly.

 

EDUCATION & EXPERIENCE REQUIRED:

  • College degree or equivalent work experience
  • Previous experience as an Supervisor is an asset

 

 SKILLS REQUIRED:

  • Excellent written and verbal communication skills in English (Advance English).
  • Advance skills in keyboard and operating computer
  • People Management and team development skills
  • Skills to combine a number of divergent tasks (multi-tasking)
  • Proven success in motivation and leadership
  • Demonstrate the ability to successfully coach staff.
El contenido de este aviso es de propiedad del anunciante. Los requisitos de la posición son definidos y administrados por el anunciante sin que Konzerta sea responsable por ello.
La empresa dio por finalizado este aviso.
¡Te has postulado con éxito!