Education: Any Graduate

Experience: 2+ Years

Roles & Responsibilities:

• Provide day-to-day leadership support to supervisors and assists with CPI and KPI requirements.
• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis.  Areas for improvement should be targeted at increasing client satisfaction and/or company profitability. 
• Oversee necessary enhancements to client programs or servicing therein.  This may include areas such as staffing, training, attendance and quality.  . 
• Responsible for service quality for all work performed by his/ her employees.  Ensure support is provided to front line employees (SMEs, Producers, Lead Operators)
• Promote teamwork and cooperative effort. 
• Help train and provide guidance to other Supervisors and CSRs within the organization. 
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
• Provide internal and external customers with the highest quality service.

Skills:

• Basic QA tools definition & usage
• Able to perform Quality Audits based on parameters defined
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to strategically lead and develop team towards improved performance.
• Ability to delegate and manage work loads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.