Supervisor in Ogden, UT at Teleperformance US

Date Posted: 10/30/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    2261 Grant Avenue
    Ogden, UT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/30/2019

Job Description

  • Operations & Floor Control (when needed) 
  • Weekly 10-20 minute meetings with each member of their team
  • Weekly QA Monitoring and coaching's done using the TOPS process 
  • Weekly reporting (utilization, AHT, break and lunch monitoring)
  • Operations & Floor Control (when needed) 
  • Working with training and other management staff to improve quality and efficiency of Escalations team.
  • Handle inbound escalations
  • Provide excellent customer service to all subscribers and fellow representatives
  • Demonstrate a positive and helpful attitude to all subscribers and fellow representatives
  • Demonstrate advanced knowledge of Client products
  • Understand, Organize, and Train new information to internal representatives for educational and informative purposes
  • Handle requests for supervisor/mgmt/client requested customer callbacks
  • Interfaces with local market support departments to resolve complex issues
  • Trend volume causing issues with mgmt to implement up trainings to improve overall floor knowledge.
  • Assists in identifying trends in call handling and customer related issues for feedback
  • Performs other related duties and assignments as required.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment
  • Partners with Recruiting in the selection process of new hires.
  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately

Job Requirements

    • High School Diploma or GED
    • 1-2 years of call center supervisor experience
    • Excellent skills in Microsoft Word, Excel, PowerPoint, Project, and Outlook
    • Excellent verbal and written communication skills.
    • Requires proven leadership skills, dependability, and initiative
    • Good critical thinking and creativity skills.
    • Must have an exemplary attendance record.
    • Ability to work under pressure, meet deadlines and be accountable for the performance of others
    • Must maintain a positive and professional attitude.

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