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Supervisors

Job Description

Purpose of Position:       Assist with the development, implementation and improvement of home agent day-to-day operations for inbound customer service support.


 


Primary Duties, Responsibilities and Requirements



•        80% of Home Agent Supervisor day should be spent coaching and developing home agents 



•        2 part role – live and offline – with specific functions committed within each one



•        Home Agent Supervisor available in chat and respond within 30 seconds to agent queries, unless engaged in a call.



•        Home Agent Supervisor will be assigned an average of three (3) hours per day in live support.


  • Ensures daily performance metrics are being met and exceeded.

  • Managing escalated calls and issues



•        Assisting WFM in communicating staffing needs, such as extra time, hop on/hop off etc…



•        Identifying and communicating production issues to other functional groups to drive resolution.



•        First line troubleshooting of individual agent technical issues before referring them to the technical support team.


  • Ensures consistent execution of continuing education.

  • Take initiative and show leadership by proactively communicating with the Home Agent on any known issues

  • Administer coaching and disciplinary action when appropriate.



•        Watch reports and real time monitors to ensure agents are logged on and in available.



•        Get agent commitments on their own daily performance.



•        Check and update attendance & timekeeping and be prepared to coach potential issues.



•        Motivate team with daily focus, challenge or contest.



•        Continually address intraday statistics across all agents – e.g. AHT/ACW/hold/transfer issues/sales conversion, etc.



•        Notify agents of their stats. Recognize agents for good performance.



•        Team recognition / interaction. Thank agents at end of day, ensure everyone is signed off.


  • Performs other related duties and assignments as required

Job Requirements

Qualifications:



•        Minimum 1year supervisory experience in high-paced customer-focused environment.



•        Must have at least 90 days in production in current position.



•        6 months previous Customer Service Experience and Sales 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.



•        Able to type 25 words per minute.



•        Excellent written and verbal communication skills



•        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-NE-Omaha
Employment Type Full-Time Employee
Pay Type Year
Pay Rate N/A
Store Type Telecommunications
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-NE-Omaha
Bob Adams
Snapshot
Teleperformance - Niche
Company:
US-NE-Omaha
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Telecommunications
Store Type:

Job Description

Purpose of Position:       Assist with the development, implementation and improvement of home agent day-to-day operations for inbound customer service support.


 


Primary Duties, Responsibilities and Requirements



•        80% of Home Agent Supervisor day should be spent coaching and developing home agents 



•        2 part role – live and offline – with specific functions committed within each one



•        Home Agent Supervisor available in chat and respond within 30 seconds to agent queries, unless engaged in a call.



•        Home Agent Supervisor will be assigned an average of three (3) hours per day in live support.


  • Ensures daily performance metrics are being met and exceeded.

  • Managing escalated calls and issues



•        Assisting WFM in communicating staffing needs, such as extra time, hop on/hop off etc…



•        Identifying and communicating production issues to other functional groups to drive resolution.



•        First line troubleshooting of individual agent technical issues before referring them to the technical support team.


  • Ensures consistent execution of continuing education.

  • Take initiative and show leadership by proactively communicating with the Home Agent on any known issues

  • Administer coaching and disciplinary action when appropriate.



•        Watch reports and real time monitors to ensure agents are logged on and in available.



•        Get agent commitments on their own daily performance.



•        Check and update attendance & timekeeping and be prepared to coach potential issues.



•        Motivate team with daily focus, challenge or contest.



•        Continually address intraday statistics across all agents – e.g. AHT/ACW/hold/transfer issues/sales conversion, etc.



•        Notify agents of their stats. Recognize agents for good performance.



•        Team recognition / interaction. Thank agents at end of day, ensure everyone is signed off.


  • Performs other related duties and assignments as required

Job Requirements

Qualifications:



•        Minimum 1year supervisory experience in high-paced customer-focused environment.



•        Must have at least 90 days in production in current position.



•        6 months previous Customer Service Experience and Sales 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.



•        Able to type 25 words per minute.



•        Excellent written and verbal communication skills



•        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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