Supervisor in Louisville, KY at Teleperformance US

Date Posted: 10/30/2020

Job Snapshot

Job Description


About the Company


 


Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction. We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. For us, each interaction needs to be treated as unique.


 


We are a team of 300,000 + passionate employees. Located in 80 countries with 400 + facilities and 218,000 workstations.


 


Our people feel they are part of something way bigger than just a job. We try to make a positive difference in people’s lives and make the world a better place.


PURPOSE OF POSITION


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


 


PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS


        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


QUALIFICATIONS


·      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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