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Supervisor

Job Description



PURPOSE OF POSITION


Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures



PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS


• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics


• 80% of your day will consist of coaching and educating agents on how to improve their performance


• Create an environment focusing on fun, enthusiasm and accountability


• Take initiative and show leadership by creating performance improvement plans


• Administer coaching and disciplinary action when appropriate


• Handle both internal and client led performance discussions


• Perform other related duties and assignments as required and as assigned by supervisor or other management


• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately





Job Requirements




QUALIFICATIONS


● College degree preferred or equivalent work experience required


● Minimum 2 years call center supervisory experience in high paced customer focused environment


● Ability to work under pressure, plan, meet deadlines and be accountable for the performance of other


● Solid organizational, administrative, leadership and time management skills


● Ability to demonstrate personal ownership of tasks and follow through to obtain desired results


● Must have a keen sense of attention to detail


● Skilled in determining why and how tasks should be attempted and their effective completion


● Proven experience in overcoming unexpected difficulties and using logical problem solving skills


● Typing speed of 25 wpm


● Excellent written and verbal communication skills consistent with North American business standards


● Must have availability to work various shifts influenced by current business needs


● High school diploma or GED required


● Excellent attendance history is required


● Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks





Job Snapshot

Location US-MI-Warren, MI
Employment Type Full-Time Employee
Pay Type Year
Pay Rate $32,000.00 - $45,000.00 /Year
Store Type Customer Service
Other Compensation: 0
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Company Overview

Teleperformance - Niche

Teleperformance looks forward to hiring qualified applicants and we want all applicants to know the following: It has come to our attention that certain unscrupulous people are impersonating Teleperformance Recruiters. Teleperformance DOES NOT require an application fee, equipment fee, or any money, in order to apply for a job or become an employee of the company. Also, please note that any official eMail correspondence from Teleperformance Recruiters will ALWAYS come from a Teleperformance.com address. We DO NOT use personal eMail addresses to send official correspondence. Learn More

Contact Information

US-MI-Warren, MI
Snapshot
Teleperformance - Niche
Company:
US-MI-Warren, MI
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
$32,000.00 - $45,000.00 /Year
Pay Rate:
Customer Service
Store Type:

Job Description



PURPOSE OF POSITION


Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures



PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS


• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics


• 80% of your day will consist of coaching and educating agents on how to improve their performance


• Create an environment focusing on fun, enthusiasm and accountability


• Take initiative and show leadership by creating performance improvement plans


• Administer coaching and disciplinary action when appropriate


• Handle both internal and client led performance discussions


• Perform other related duties and assignments as required and as assigned by supervisor or other management


• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately





Job Requirements




QUALIFICATIONS


● College degree preferred or equivalent work experience required


● Minimum 2 years call center supervisory experience in high paced customer focused environment


● Ability to work under pressure, plan, meet deadlines and be accountable for the performance of other


● Solid organizational, administrative, leadership and time management skills


● Ability to demonstrate personal ownership of tasks and follow through to obtain desired results


● Must have a keen sense of attention to detail


● Skilled in determining why and how tasks should be attempted and their effective completion


● Proven experience in overcoming unexpected difficulties and using logical problem solving skills


● Typing speed of 25 wpm


● Excellent written and verbal communication skills consistent with North American business standards


● Must have availability to work various shifts influenced by current business needs


● High school diploma or GED required


● Excellent attendance history is required


● Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks





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Supervisor Apply now