About this role
JOB SUMMARY:
The Supervisor will be responsible for coaching, mentoring and motivating team members
to achieve defined KPI targets, resolving customer escalations and practicing cultural
behaviors. The Supervisor is also expected to advocate for customers and participates in
activities that improve business processes and improve operational effectiveness.
KEY RESPONSIBILITIES:
• Achieve departmental growth by hitting targets and successfully managing a team.
• Design, suggest and implement strategic plans that could potentially improve our
processes.
• Assist with recruiting, objectives setting, coaching and performance whilst keeping a
pulse on agent activity.
• Coach, train, counsel and discipline employees.
• Distribute daily reports which include individual agent audits, breech reviews and stat
reviews.
• Send email huddles which should give a high-level overview of the MTD stats, Week over
Week stats, Agent Ranking stats, and other comparative data.
• Follow up on agent step goals and make determinations on whether or not an agent
should go on Performance Improvement Plans.
• Hit monthly call review targets which includes daily live monitoring.
• Pull and analyze the hours and adherence for all the agents on your team and ensure all
anomalies are adjusted.
• Identify future and current trends that appeal to consumers.
• Preside over staff meetings.
• Identify and develop future leaders on your team.
• Handle customer complaints, questions and issues.
KEY COMPETENCIES & QUALIFICATIONS:
• Excellent leadership skills
• Excellent problem analysis and problem-solving skills
• Excellent communication and interpersonal skills
• Attention to detail, accuracy and time management
• Ability to follow written and oral instructions
• Flexibility and adaptability while maintaining professionalism
• High level of competence in MS Office
• Have a satisfactory performance evaluation
• Meet all job specifications for the role
• Have not received formal corrective action within the last six months
QUALIFICATIONS AND EXPERIENCE:
• At least 5 CXC/CAPE subjects including an English, Math, Business and Science subjects.
• Associate degree or higher preferred
• 3-5 years cumulative experience in the BPO sector with 2+ years of supervisory