Call Centre Supervisor

AllianceOne • Toronto, ON

8d • Onsite

About The Position

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience. The Echo Health Supervisor manages and develops a team of assigned to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. The individual in this role will review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Requirements

• Minimum 6 months of work experience on the Echo Health program
• Minimum 1 years of call centre management /leadership experience (Supervisor or Team lead) or 3 years’ experience in the call centre industry.
• High School Diploma or equivalent
• Usage of MS Office

Responsibilities

• Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team
• Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets
• Completes regular monitoring of their team’s handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
• Provide support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
• Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
• Remote management of agents if working as a work at home Supervisor

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED