Posted:4 months ago|
Platform:
On-site
Full Time
Responsible for the day-to-day supervision of a group of call center associates including
work and attendance monitoring in accordance with organization policy and applicable
legal requirements.
Regularly impart effective coaching to team members, ensuring consistent high
performance delivery.
Identify performance related issues, develop an action plan for improvement and
implement corrective actions.
Ensure service delivered to our customers meets contractual Key Performance Indicator
(‘KPIs’) and financial expectations.
Communicate expectations to employees and provide timely updates.
Provide subject matter expertise in handling escalated customer calls as needed.
Conduct Team Meetings to ensure expedient communication of relevant information and
as an open forum for input. Schedule and organize team activities.
Stay current on internal work processes, policies and procedures. Attend required
manager development training.
Promote Client values- “walk the talk” and lead by example.
Associate degree in related field with two to four years of relevant experience
preferred
Highly motivated individual with skills to develop and coach team members to achieve
performance expectations.
Work well under pressure and follow through on items to completion!
Strong oral and written communication skills; Ability to lead team members, multi-
tasking, prioritisation and meeting timelines of deliverables.
Ability to mentor, coach and provide direction to team members.
Willingness to work in a flexible schedule.
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