Supervisors for the English language campaigns
Anegino ad no
AC85BY56
Industry
Services
Job Description
TELEPERFORMANCE ALBANIA is the worldwide leader for the Customer Center Services,
present in Albania with two sites Tirana and Durres. For the Tirana site we are looking for candidates
for the following position:
2 Supervisors for the English language campaigns
Job Summary / Overview
Directly responsible for Agent Development
Manages and develops a team of assigned Agents to meet and exceed performance, quality,
end-user satisfaction, client satisfaction and any other relevant key operational metrics by
providing them guidance, support and education.
Review team and Agent performance and quality metrics on a regular basis within shift to
ensure that all operational metrics are met
Key Responsibilities and Accountabilities
80% of their time monitoring & coaching
Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80%
of their shift is spent managing their team
Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed
their individual / team targets
Completes regular monitoring’s of their teams handled contacts and provide appropriate
feedback, coaching and education to ensure Agents meet the minimum client requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in
the team to ensure the desired financial goals.
Provide “real time” support to Agents experiencing difficulties on calls and handles escalated
irate and/or upset customers' inquiries promptly & professionally when necessary
Works together with a “Point of Contact” to identify issues and generate action plans for the
KPI assigned
Ensure all Teleperformance policies and procedures are adhered to including but not limited
to, Security, HR, Operations, etc. Any known infractions to these corporate policies and
procedures are communicated to the Teleperformance Management immediately
interaction with other Departments (WFM, QA, Payroll/HR, etc)
Ensure all Teleperformance policies and procedures are adhered to including but not limited
to, Security, HR, Operations, etc. Any known infractions to these corporate policies and
procedures are communicated to the Teleperformance Management immediately
Meets with team on a monthly basis to evaluate the monthly results and discuss future goals
Meets with ACM on a daily basis to plan, strategize, and review department performance
Motivates and inspires team through leading by example, offering incentive opportunities,
and developing confidence with each team member
Handles transactions when there are staff shortages or an overwhelming abundance of
transactions and demonstrates best practices to CSSs
Analyses operational trends and supports the team members to improve their performance
Manages the team, adherence to schedule
Gathers feedback from the CSSs in regards to new/emerging issues and to proceeds to the
necessary escalation to the Client
Communicates and being a focal point of dissemination of information from management to
team and vice versa
Rev.1
Suggests and informs the Management team on any matters related to improving revenue
generation & customer satisfaction
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 1 year as an agent
Previous experience preferred
Required Skills
Fluency in English
Excellent written and verbal communication
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
If you are interested, then apply sending your CV + Cover Letter via Anegino
Deadline: 20/05/2021 (Please specify the position you are applying for
present in Albania with two sites Tirana and Durres. For the Tirana site we are looking for candidates
for the following position:
2 Supervisors for the English language campaigns
Job Summary / Overview
Directly responsible for Agent Development
Manages and develops a team of assigned Agents to meet and exceed performance, quality,
end-user satisfaction, client satisfaction and any other relevant key operational metrics by
providing them guidance, support and education.
Review team and Agent performance and quality metrics on a regular basis within shift to
ensure that all operational metrics are met
Key Responsibilities and Accountabilities
80% of their time monitoring & coaching
Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80%
of their shift is spent managing their team
Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed
their individual / team targets
Completes regular monitoring’s of their teams handled contacts and provide appropriate
feedback, coaching and education to ensure Agents meet the minimum client requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in
the team to ensure the desired financial goals.
Provide “real time” support to Agents experiencing difficulties on calls and handles escalated
irate and/or upset customers' inquiries promptly & professionally when necessary
Works together with a “Point of Contact” to identify issues and generate action plans for the
KPI assigned
Ensure all Teleperformance policies and procedures are adhered to including but not limited
to, Security, HR, Operations, etc. Any known infractions to these corporate policies and
procedures are communicated to the Teleperformance Management immediately
interaction with other Departments (WFM, QA, Payroll/HR, etc)
Ensure all Teleperformance policies and procedures are adhered to including but not limited
to, Security, HR, Operations, etc. Any known infractions to these corporate policies and
procedures are communicated to the Teleperformance Management immediately
Meets with team on a monthly basis to evaluate the monthly results and discuss future goals
Meets with ACM on a daily basis to plan, strategize, and review department performance
Motivates and inspires team through leading by example, offering incentive opportunities,
and developing confidence with each team member
Handles transactions when there are staff shortages or an overwhelming abundance of
transactions and demonstrates best practices to CSSs
Analyses operational trends and supports the team members to improve their performance
Manages the team, adherence to schedule
Gathers feedback from the CSSs in regards to new/emerging issues and to proceeds to the
necessary escalation to the Client
Communicates and being a focal point of dissemination of information from management to
team and vice versa
Rev.1
Suggests and informs the Management team on any matters related to improving revenue
generation & customer satisfaction
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 1 year as an agent
Previous experience preferred
Required Skills
Fluency in English
Excellent written and verbal communication
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
If you are interested, then apply sending your CV + Cover Letter via Anegino
Deadline: 20/05/2021 (Please specify the position you are applying for
Data e aplikimit të fundit : 11 Qershor 2021