Job Details
The Team Supervisor role is one of the most critical roles to our business. Team Supervisors need to be able to affect the entirety of the team's operations by being engaged and tuned into the team that they support. They should be able to effectively build a culture that promotes success and unity. The Supervisor is responsible for "on-the-floor" activities and must be available to assist agents. You will be responsible for monitoring, identifying and resolving performance, behavior, and attendance issues using prescribed performance management techniques. Continually monitoring agents and coach them to improve daily/weekly/monthly metrics. Team Supervisors make the biggest impact on our Agents and our business.
RESPONSIBILITIES:
- Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team.
- Track and take action on personnel and payroll issues.
- Conduct performance appraisals as required.
- Maintain accurate, current and consistent documentation on direct reports.
- Review productivity statistics on a daily basis and provide constructive feedback.
- Provide Subject Matter Expertise.
- Ensure training needs of subordinates are met.
- Successfully complete all client related training and continually update agents.
- Resolve escalated customer issues.
- Hold team meetings on a regular basis with direct reports.
- Communicate all process and client changes to direct reports within a timely manner.
- Promote the use of all center communication tools.
- Administer Recognition and Rewards programs in accordance with organization s guidelines.
- May perform other additional duties and responsibilities as assigned.
QUALIFICATIONS/SKILLS:
- Advanced user-level knowledge of computer technology and computer operating systems.
- Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
- Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
- Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
- Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals.
- Proven ability to analyze and improve work processes and policies.
- Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
- Must have proficiency with various software applications programs including Microsoft Word, and Excel.
- Problem Solving
- Customer/Client/Organization Focus
- Communication Proficiency
- Time Management Skills
- Ability to guide individuals toward goal achievement using: Negotiation, Teamwork / Collaboration, Motivation and Staff development skills.
- Ability to act as a role model within the organization.
- Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction.
- Strong computer and software navigation skills including ability to troubleshoot basic technical issues.
- The use of Microsoft Office, as an advanced user of the tools, primarily Excel and PowerPoint are required.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
WORKING CONDITIONS: This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. This is a full-time position.
COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORUNITY: ibex is proud to be an equal employment opportunity employer. ibex is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law.