Supervisor in Warren, MI at Teleperformance US

Date Posted: 9/16/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    7000 Chicago Road
    Warren, MI
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    9/16/2020

Job Description

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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