Job Description
Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Qualifications 2 years minimum operations Supervisor/TL experience in a BPO environment Matric or equivalent - essential proven experience managing a team Responsibilities You should begin your day by evaluating the prior day/week/month performance reports Ensuring any agents with performance issues have been followed up with and tracked. Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift. Utilizing time on a daily basis to facilitate Agent development ...