Supervisor

Negotiable

Full-Time

1 position

Supervisor

To handle a project being responsible of the customer objectives and leading the team in order to deliver the service asked and reaching the SLA’s

Accountabilities:
Management 30%

Monitor and report team performance (correct call treatment, case treatment...)
Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
Motivate as a team leader controlling turnover and retaining potential and motivated team members
Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
Keep track of each agent’s training and training needs to improve technical and phone communication’s skills
Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics

Organization 20%

Organize and optimize shifts
Changing agents’ settings in Symposium.
Make sure processes and procedures are up to date and adhered to take overflow calls / tickets.
Offer support in critical problems (case escalations, emergencies, customer complaints).
Take care of logistic problems (office supplies, general working conditions).

Incident Management 25%
- Ensure contractual SLA is maintained.

Customer Contact 10%
- Prepare Service Level Reviews and attend Service Level Review meetings.

Reporting 15%

Collect metrics, analyze these and report to customer / management / quality team.
Provide other reports to management, as needed.

We offer:

Knowledge & Key Skills required

Education/Knowledge

Previous experience:

Personal abilities:

Strong communication skills
Ability to implement and manage change
Follow the security rules of the company
The period of holiday is fixed by mutual agreement between the company and the employee.

Details