Supervisor

Responsibilities include:

• Ensure that Call Center employees are working on appropriate projects and making productive and effective use of time.

• Provide coaching and feedback in an effective manner that promotes positive change and success of the team.
• Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees.
• Manage conflict by surfacing problems and effectively negotiating solutions.
• Foster a climate of mutual respect that values the contributions of individual team members and maximizes the diverse talents of each employee.
• Utilize all resources to address escalated customer issues in a responsive, timely manner to improve our Company’s reputation by creating moments of excellence for our customers.
• Ensure production problems are identified and resolved in a timely and proactive manner in accordance with service level agreements.
• Monitor individual, team and results to identify and act on both positive and negative performance trends.
• Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies and procedures.
• Actively promote and motivate individuals and the team toward achievement of goals.
• Monitor productivity of Agents and generate the necessary reports to be submitted daily, weekly and monthly to Project Manager/Operations Manager.
• Maintain and enforce department/company policies, procedures and standards.
• Provide monthly and yearly reviews of team members.
• Manage Attendance and Attrition.

• Comply with all of the established policies (General, Security of Information, Compliance) and Standards of conduct established by KM2. Your duties will include but not be restricted to the above.
  • Other responsibilities or duties as assigned by direct supervisor.

Job Requirements:

• Ability to communicate effectively with customers and employees of the Organization.
• Ability to work a flexible schedule including weekends/evenings.
• Must posses good organizing and communication skills.
• Ability to perform to expectations in a fast-paced and changing environment.
• Solid Computer skills, particularly in Word and Excel