Website The Results Companies
Position Level: B1
Department : Operations
- The purpose of this position is to provide world-class support to the Customer Service Representatives (CSRs) and our clients’ customers, as well as consistently driving to exceed performance targets.
- This position leads a team of 10-18 CSRs to superior performance standards.
- The Supervisor supports and develops CSRs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.
- The Supervisor is charged with developing the CSRs to consistently perform with accuracy, speed, and the highest level of listener satisfaction.
- The Supervisor will analyze behaviors and metrics to construct and drive performance and corrective action plans. The Supervisor fully owns the performance of the CSRs assigned to her/him.
- The Supervisor will utilize processes to maximize work flow and will work to minimize causes of customer dissatisfaction.
- The Supervisor promotes a positive working environment for the CSRs and leads by example.
- The ideal Supervisor personifies the attitude that the CSR is the most important position in the call center business and works to constantly support and aid the CSRs on the call floor.
Duties & Responsibilities
– Identify, Prioritize and Coach CSR development areas
– Directly manage team of 10-18 or more CSRs.
– The following are the main Key Performance Indicators (KPIs) that Supervisors are responsible for driving:
– Average Handle Time (AHT)
– Average Talk Time (ATT)
– Service Level (Through Attendance)
– After Call Work (ACW)
– Quality Scores
– Customer Satisfaction Survey Scores
– Manage the implementation of Results processes
– Foster an environment that encourages staff members to exceed customers’ expectations.
– College Level
– 3-5 years
To apply for this job please visit the following URL: http://www.cebujobs.ph/jobs/details/the-results-companies-team-leader →