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Supervisor

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Number of Applicants

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Job Description - Supervisor






Overview






Job Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.









Qualifications






Qualifications and Experience

  • Matric/ Equivalent
  • Minimum of 6 months + tenure with Teleperformance as a current Team Leader – Essential
  • Customer Service experience
  • Able to work on shift rotations & Able to work a varying schedule
  • Knowledge of e-mail application utilized by Supplier (Google and Windows Tools)
  • Has basic knowledge of Office Applications and used a desktop computer system before
  • Ability to navigate between multiple windows
  • Ability to launch and close applications
  • Ability to navigate within folder system
  • Ability to navigate within web-based applications








Responsibilities






Main Responsibilities (but not limited to)

  • You should begin your day by evaluating the prior day/week/month performance reports
  • Ensuring any agents with performance issues have been followed up with and tracked.
  • Daily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliers
  • Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
  • Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule. 
  • By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
  • You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans.

 

Skills & Attributes

  • Customer service skilled
  • The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.
  • Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure 
  • Team leadership and people development 
  • Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives 
  • Good project management skills and experience 
  • Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations 
  • Superior judgment, diplomacy and tact 
  • Demonstrated ability to drive process changes and improvements 
  • Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners). 
  • Goal driven, target orientated, able to step back and look at the bigger picture. 
  • Experience in writing documentation and standard operating procedures 
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. 
  • Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams 
  • Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills. 
  • Ability to understand customer issues
  • Good problem-solving skills
  • Ability to approach problems logically
  • Ability to empathize with the customer
  • Ability to effectively respond to customer needs
  • Motivated to work on own initiative. 
  • Excellent interpersonal and communication skills. 
  • Proven ability to make and implement decisions. 
  • Proven ability to influence change at all levels as appropriate.
  • Accuracy and Variances
  • Attendance and Adherence




Original job Supervisor posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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