Supervisor

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.  Tracks and documents employee time (punctuality, attendance, ACD minutes, and uptraining)  Reviews agent performance results daily to ensure all goals are met or exceeded  Analyzes and trends agent KPI/Sales performance  Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback  Monitors and assesses employee calls to drive performance improvement plans  Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations  Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance  Teaches and improves up-selling and technical skills (i.

e. improved call handling, navigation and Product information research etc)  Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals  Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel  Attends assigned Leadership Calibrations  Assists and tracks agent password resets  Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)

 Administers HR and Department policies as instructed  Conducts annual reviews/PACS/E-valuation  Presents his/her team’s performance in a business review format either weekly or monthly  Supports and enforces o Code of Conduct o Compliance Requirements and Procedures o Dress Code o English Only Policy o Attitude/Behavior o Integrity o Call Handling  Drives teamwork and team performanc If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!