Supervisors for a Sales Project
Anegino ad no
AF51BN66
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:
5 Supervisors for a Sales Project
Job Summary / Overview
Directly responsible for Agent Development
Review team and Agent performance and quality metrics on a regular basis within shift to
ensure that all operational metrics are met
Working in a collaborative and engaging virtual environment, At Home Supervisor will be
responsible for the operational delivery and relationship with the Clients as appropriate for
your role. His/her main responsibility will be to ensure that quality and efficiency targets are
achieved, by creating a highly engaging virtual environment and by using Teleperformance
standard (TOPS & BEST).
At Home Supervisor will be responsible for a team working from home. He/she develops the
team to meet and exceed performance and client satisfaction and any other relevant key
operational metrics by providing them guidance, support and education.
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)
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 6 months as an agent or previous experience as a SV
Rev.1
Required Skills
Fluency in Italian
Excellent written and verbal communication
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
Interpersonal skills
Problem solving
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Time management
Coaching skills
Interested? Apply sending your CV + Cover Letter through Anegino
Deadline: 25/06/2021 (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:
5 Supervisors for a Sales Project
Job Summary / Overview
Directly responsible for Agent Development
Review team and Agent performance and quality metrics on a regular basis within shift to
ensure that all operational metrics are met
Working in a collaborative and engaging virtual environment, At Home Supervisor will be
responsible for the operational delivery and relationship with the Clients as appropriate for
your role. His/her main responsibility will be to ensure that quality and efficiency targets are
achieved, by creating a highly engaging virtual environment and by using Teleperformance
standard (TOPS & BEST).
At Home Supervisor will be responsible for a team working from home. He/she develops the
team to meet and exceed performance and client satisfaction and any other relevant key
operational metrics by providing them guidance, support and education.
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)
Education and Specific Training
High School diploma or equivalent
Work Experience
Tenured at least 6 months as an agent or previous experience as a SV
Rev.1
Required Skills
Fluency in Italian
Excellent written and verbal communication
Analytical ability
Leadership
Teamwork
Typing 30wpm
MS Office
Interpersonal skills
Problem solving
Management skills
Planning and organizing
Customer service oriented / Sales skills
Flexibility
Stress tolerance
Job motivation
Time management
Coaching skills
Interested? Apply sending your CV + Cover Letter through Anegino
Deadline: 25/06/2021 (Please specify the position you are applying for!)
Data e aplikimit të fundit : 26 Qershor 2021