Supervisor in Richmond, VA at Teleperformance US

Date Posted: 11/3/2020

Job Snapshot

  • Employee Type:
  • Location:
    2805 North Parham Road
    Richmond, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Assist with the development, implementation and improvement of call center day-to-day operations for technical support and customer service support.

Primary Duties, Responsibilities and Requirements   

  • Responsible for direct supervision of 15 to 20 Customer Service Representatives.
  • Ensures daily performance metrics are being met or exceeded.  Examples include Quality Metrics, Service Level Metrics 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 and enthusiasm, as well as, accountability.
  • Take initiative and show leadership by proactively communicating with the Operation’s Managers on how to improve program performance.
  • Administer coaching and disciplinary action when appropriate.
  • Performs other related duties and assignments as required and as assigned by supervisor or manager

Job Requirements

  • Minimum 1 year call center supervisory/team lead experience in high-paced customer-focused environment.
  • 6 months previous Customer Service Experience.
  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others.
  • Requires solid organizational, administrative, leadership and time management skills.
  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results. 
  • Must have a keen sense of attention to detail, taking the initiative.
  • 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.
  • Ability to understand and empathize with customer’s issues.
  • Able to type 25 words per minute.
  • Excellent written and verbal communication skills consistent with North American business standards.
  • Must have availability to work various shifts influenced by current business needs.
  • College degree preferred or equivalent work experience required.
High school diploma or GED required.

Check Out Similar Jobs

  1. Administrative Jobs
  2. Bookkeeper Jobs

Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.