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Supervisor

Job Description

Assist with the development, implementation and improvement of call center day-to-day operations for technical support and customer service support.

Primary Duties, Responsibilities and Requirements   

  • Responsible for direct supervision of 15 to 20 Customer Service Representatives.
  • Ensures daily performance metrics are being met or exceeded.  Examples include Quality Metrics, Service Level Metrics 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 and enthusiasm, as well as, accountability.
  • Take initiative and show leadership by proactively communicating with the Operation’s Managers on how to improve program performance.
  • Administer coaching and disciplinary action when appropriate.
  • Performs other related duties and assignments as required and as assigned by supervisor or manager

Job Requirements

  • Minimum 1 year call center supervisory/team lead experience in high-paced customer-focused environment.
  • 6 months previous Customer Service Experience.
  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others.
  • Requires solid organizational, administrative, leadership and time management skills.
  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results. 
  • Must have a keen sense of attention to detail, taking the initiative.
  • 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.
  • Ability to understand and empathize with customer’s issues.
  • Able to type 25 words per minute.
  • Excellent written and verbal communication skills consistent with North American business standards.
  • Must have availability to work various shifts influenced by current business needs.
  • College degree preferred or equivalent work experience required.
High school diploma or GED required.

Job Snapshot

Location US-VA-Richmond
Employment Type Full-Time Employee
Pay Type Year
Pay Rate $35,360.00 - $66,200.00 /Year
Store Type Telecommunications, 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-VA-Richmond
Snapshot
Teleperformance - Niche
Company:
US-VA-Richmond
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
$35,360.00 - $66,200.00 /Year
Pay Rate:
Telecommunications, Customer Service
Store Type:

Job Description

Assist with the development, implementation and improvement of call center day-to-day operations for technical support and customer service support.

Primary Duties, Responsibilities and Requirements   

  • Responsible for direct supervision of 15 to 20 Customer Service Representatives.
  • Ensures daily performance metrics are being met or exceeded.  Examples include Quality Metrics, Service Level Metrics 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 and enthusiasm, as well as, accountability.
  • Take initiative and show leadership by proactively communicating with the Operation’s Managers on how to improve program performance.
  • Administer coaching and disciplinary action when appropriate.
  • Performs other related duties and assignments as required and as assigned by supervisor or manager

Job Requirements

  • Minimum 1 year call center supervisory/team lead experience in high-paced customer-focused environment.
  • 6 months previous Customer Service Experience.
  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others.
  • Requires solid organizational, administrative, leadership and time management skills.
  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results. 
  • Must have a keen sense of attention to detail, taking the initiative.
  • 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.
  • Ability to understand and empathize with customer’s issues.
  • Able to type 25 words per minute.
  • Excellent written and verbal communication skills consistent with North American business standards.
  • Must have availability to work various shifts influenced by current business needs.
  • College degree preferred or equivalent work experience required.
High school diploma or GED required.
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Supervisor Apply now