Job Description

JOB SUMMARY:

The Supervisor will be responsible for coaching, mentoring and motivating team members
to achieve defined KPI targets, resolving customer escalations and practicing cultural
behaviors. The Supervisor is also expected to advocate for customers and participates in
activities that improve business processes and improve operational effectiveness.
KEY RESPONSIBILITIES:

• Achieve departmental growth by hitting targets and successfully managing a team.
• Design, suggest and implement strategic plans that could potentially improve our
processes.
• Assist with recruiting, objectives setting, coaching and performance whilst keeping a
pulse on agent activity.
• Coach, train, counsel and discipline employees.
• Distribute daily reports which include individual agent audits, breech reviews and stat
reviews.
• Send email huddles which should give a high-level overview of the MTD stats, Week