Job Description
Supervisor
To handle a project being responsible of the customer objectives and leading the team in order to deliver the service asked and reaching the SLA’s
Accountabilities
Management 30%
- Monitor and report team performance (correct call treatment, case treatment...)
- Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
- Motivate as a team leader controlling turnover and retaining potential and motivated team members
- Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
- Keep track of each agent’s training and training needs to improve technical and phone communication’s skills
- Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
- Ask management to hire new agent(s) either to substitute or to complete the team using concrete m...