Lead a team of supervisor / agents for 1 of our program.
Understanding the specific goals of the program in the areas of performance, productivity, quality and cost.
Monitor, coach and develop supervisors to attain program goals
Work within a team including the other operations manager, other supervisors, analysts, trainers and QA personnel to achieve the following:
Identify gaps in performance, productivity, quality and cost at the agent and team level. Bridge the gaps in performance, productivity and customer satisfaction at the any level
Identify work/project opportunities and implement innovation approaches, which maximize efficiency to maintain high morale.
Provide coaching and development on a daily basis.
Foster an Environment Reflective of Client’s expectations.
Identify and resolve operational, performance and training issues or concerns.
Maintain positive, consistent and effective communications.
Develop and deploy motivational incentives and programs.
Perform employee evaluations.
Resolve escalated customer calls.
Provide daily feedback regarding team performance.
Track attendance and payroll exceptions.
Comply and reinforce company policies and procedures.
Understand and implement Company Policies and Procedures such as Attendance, Dress Code and Sexual Harassment.
Other duties as assigned.
Bilingual (English/Spanish) required.
Must have completed maintained an excellent employment record for the past 6 months (attendance, performance and overall behavior).
Proven leadership skills, experience providing coaching and feedback is a plus.
Strong customer service skills.
Excellent communication skills (written and verbal).
Excellent interpersonal skills.
Ability to provide feedback, coach and train in a positive manner.
Excellent computer skills (MS Office including Word, Excel, Outlook, etc)
Available for flexible shift