Call Center Supervisor in Killeen, TX at Teleperformance US

Date Posted: 7/9/2020

Job Snapshot

  • Employee Type:
  • Location:
    777 North Twin Creek Drive
    Killeen, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures


         Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics

         80% of your day will consist of coaching and educating agents on how to improve their performance

         Create an environment focusing on fun, enthusiasm and accountability

         Take initiative and show leadership by creating performance improvement plans

         Administer coaching and disciplinary action when appropriate

         Handle both internal and client led performance discussions

         Perform other related duties and assignments as required and as assigned by supervisor or other management

         Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately


Job Requirements


·       College degree preferred or equivalent work experience required

·       Minimum 2 years call center supervisory experience in high paced customer focused environment

·       Ability to work under pressure, plan, meet deadlines and be accountable for the performance of other

·       Solid organizational, administrative, leadership and time management skills

·       Ability to demonstrate personal ownership of tasks and follow through to obtain desired results

·       Must have a keen sense of attention to detail

·       Skilled in determining why and how tasks should be attempted and their effective completion

·       Proven experience in overcoming unexpected difficulties and using logical problem solving skills

·       Typing speed of 25 wpm

·       Excellent written and verbal communication skills consistent with North American business standards

·       Must have availability to work various shifts influenced by current business needs

·       High school diploma or GED required

·       Excellent attendance history is required

  • Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

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