Team Supervisor

ibex•Beckley, WV

1d•Onsite

About The Position

The Team Supervisor is responsible for supporting, coaching, developing and supervising a group of Customer Service Agents in an inbound call center environment. This position involves day-to-day functional supervision of a non-exempt work group, including work assignment and attendance monitoring. The supervisor provides input into selecting, training, developing, and completing performance management and appraisal of work groups in accordance with organizational policies and legal requirements. Supervisors are expected to perform related work as required. They need to be engaged and tuned into their team to affect the entirety of the team’s operations, effectively building a culture that promotes success and unity. The supervisor is responsible for “on-the-floor” activities, assisting agents directly. Key responsibilities include monitoring, identifying, and resolving performance, behavior, and attendance issues using prescribed performance management techniques, and continually coaching agents to improve daily, weekly, and monthly metrics.

Requirements

Advanced user-level knowledge of computer technology and computer operating systems.
Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals.
Proven ability to analyze and improve work processes and policies.
Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
Must have proficiency with various software applications programs including Microsoft Word, and Excel.
Problem Solving
Customer/Client/Organization Focus
Communication Proficiency
Time Management Skills
Ability to guide individuals toward goal achievement using: Negotiation
Teamwork / Collaboration
Motivation
Staff development skills
Ability to act as a role model within the organization.

Responsibilities

Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team
Track and take action on personnel and payroll issues.
Conduct performance appraisals as required.
Maintain accurate, current and consistent documentation on direct reports.
Review productivity statistics on a daily basis and provide constructive feedback.
Provide Subject Matter Expertise.
Ensure training needs of subordinates are met.
Successfully complete all client related training and continually update agents.
Resolve escalated customer issues.
Hold team meetings on a regular basis with direct reports.
Communicate all process and client changes to direct reports within a timely manner
Promote the use of all center communication tools.
Administer Recognition and Rewards programs in accordance with organization’s guidelines.
May perform other additional duties and responsibilities as assigned.