Supervisor Quality

hace 2 semanas


Hermosillo, México Grupo Estrategia A tiempo completo

Responsibilities - Supervisor Related

Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Answering agent questions regarding best practices or difficult calls.

Identifying operational issues and suggesting possible improvements.

Monitoring and evaluating agent performance, providing learning or coaching opportunities.

Preparing reports and analyzing data to assist management as they determine call center goals.

Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Set goals for performance and deadlines in ways that comply with the company’s plans and vision and communicate them to subordinates

Organize workflow and ensure that employees understand their duties or delegated tasks

Pass on information from upper management to employees and vice versa

Prepare and submit performance reports

Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises

Provide weekly and monthly team meetings


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