Exact Sciences Supervisor
hace 3 meses
Who We Are:
ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 15 years ago. We’re Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand our work from home solutions and our brick & mortar locations too.
We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re proud to provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we’ll teach you the necessary skills as well as the ins and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.
Job Responsibilities:
- The Team Leader (Supervisor) is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.
- Provides direction and guidance to guarantee the consistent achievement of key performance metrics
- Achieves, measures, reports, and communicates metric goal attainment for assigned team
- Ensures accurate and timely communication of client and campaign issues to the Operations Manager
- Consistently achieves goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team.
- Coaches, mentors, and develops agent team for skills expansion and promotional opportunities
- Monitors, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Maintains current employee records on direct reports
- Provides Subject Matter Expertise
- Ensures training needs of subordinates are met
- Modifies operations as needed to meet service level agreements under the supervision of the Operations Manager
- Resolves escalated customer issues and Holds team meetings on a regular basis with direct reports
Qualifications:
- Up-to-date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Good oral and verbal communication skills and Team Player
- Good leadership, coaching, and interpersonal skills
- Good analytical, problem-solving, and work under pressure skills
- Excellent ability to coach and performance manage agents
- Ability to show eagerness to take in calls and role model behaviors that their agents can follow
- Ability to respond positively to changing environment
- Ability to motivate and encourage agents
- Ability to maintain and practice high standards of customer service
- Ability to work independently and in a team
- Good listening and communication skills
- 1+ years of collections experience in a similar performance-managed environment.
- Computer literacy (MS Excel and MS Word)
- At least 1 year of experience in a related field
- At least 1 year of experience as a supervisor
- Full Availability to work 48 hours schedule 6 days a week
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