Team Supervisor

Found in: Resume Library US A2 - 2 weeks ago

Pittsburgh Pennsylvania, United States ibex Full time
Overview:
The Team Supervisors role is one of the most critical roles to our business. Team Supervisors need to be able to affect the entirety of the team's operations by being engaged and tuned into the team that they support. They should be able to effectively build a culture that promotes Success and unity. The supervisor is responsible for "on-the-floor" activities and must be available to assist agents while they are "on-the-floor." You will be responsible for monitoring, identifying, and resolving performance, behavior, and attendance issues using prescribed performance management techniques. Continually monitor agents and coach them to improve daily/weekly/monthly metrics. Team Supervisors make the biggest impact on our Agents and our business.

Responsibilities:
MY IMPACT ON THE BUSINESS:

 

Team Supervisors have a huge impact on the day-to-day operations of the business, the three main areas being financial, client satisfaction, and employee development.

Financial — Team Supervisors control much of the financial performance for ibex through managing Agent attrition, client performance and efficiencies

Client satisfaction — Team Supervisors direct Agents to focus on what is important to the client and thus produces results that meet what is valuable to the client and their customers.

Employee development — Team Supervisors develop our first level of succession planning identifying and developing our mentors, QA coaches and potential future Team Supervisors. The time they invest in their employees is critical to the success of the business

 

HOW MY TIME IS SPENT AS A TEAM SUPERVISOR:

Team huddle — ensure KPI information and updates from client are provided

Handle attendance, immediate coaching actions, and daily reports

Walk the floor/PCl/overal awareness of your team

Coach low performers and create an action plan

Provide data to leadership and to Agents to ensure metrics are broken down and action plan is clearly provided, KPI Audits

Payroll Updates (Quartz)

Qualifications:
Identifying behaviors that impact performance

Implementation of development strategies

Establishing an inclusive and supportive team environment

Strategize ways to consistently meet and exceed performance goals

Distinguishing coaching techniques that differentiate between individual and team needs

Demonstrating an approachable demeanor and keeping an overall positive attitude

Presenting information in a simple yet effective manner

Having pertinent industry knowledge or SME

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