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

PI05e3806754e3-37437-38769502

Enhanced Resource Centers (ERC)

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ERC Team Supervisor - Philippines