Supervisor

Position: Supervisor

Department: Middle Management

Reports To: Quality Manager

Team Supervisor

Team Managers

Senior Manager – Contact Center

Number of Openings: Two (2)

POSITION SUMMARY

Supervisor – Contact Center – As Supervisor, your role will be to set targets, measure, coach and maximize performance for both individuals and teams of up to 20 members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Work with Specialists and Teams to guide performance to meet partner KPI’s

Partner with Training and QA to prepare nested Specialists for production

Measure performance, analyze data and prepare reports for senior management and/or partners

Provide Specialists with guidance, best practices and feedback and partner with them for success in achieving goals

Develop action plans for performance improvement and follow through to completion

Help to optimize procedures, identify operational issues and suggest possible improvements

Carry out senior management and partner directives

Coach, motivate and support Specialists

Ensure that team members adhere to company performance standards, policies and procedures

Maintain attendance, adherence and performance records

Ensure successful communication to teams

Work with other Supervisors and Management to support the organization and guarantee maximum customer satisfaction

Handle customer/client escalations to final resolution

Contributing feedback to help improve internal processes as well as the Caseworks platforms

Working with colleagues across operations, sales and customer success in order to meet the requirements of our clients.

Communicating with clients to help resolve any outstanding issues.

ARE YOU A GOOD FIT?

Minimum knowledge, skill and/or ability required to perform job functions:

Superior interpersonal skills and professionalism

Strong understanding of company programs, policies, services and products

Ability to remain calm and courteous under pressure and expertly navigate tense situations, especially during busy hours

Ability to solve problems at a tactical and functional level

Excellent oral and written communication skills

Solid work ethic and unquestioned integrity

Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative

Exceptional spoken and written English skills

Demonstrates critical thinking ability

Highly organized and adept at multitasking

Consistently high performance

Please see the following job opening, we urge all interested persons to please read the requirements before applying! Only short listed persons will be contacted for an interview!

If you are interested in applying for this position, please email your resume and cover letter clearly stating the position you are applying for to Othieno Eugene, Team Manager, at [email protected] no later than 12 pm on Saturday October 19th, 2024.