Team Supervisor

ibex; Pittsburgh (Allegheny County); On-site; USD 52,000 - 68,000; Full time

Job summary

IBEX Global is seeking a Team Supervisor to lead an inbound call center group of Customer Service Agents. You will coach, develop, and supervise non-exempt staff, manage day-to-day operations, and participate in training and performance management activities.

The role requires monitoring attendance and ensuring adherence to company policies while supporting client requirements. Responsibilities include coaching for optimal performance, tracking payroll issues, conducting appraisals, maintaining

Qualifications

• Proven ability to coach and develop staff while achieving sales goals.
• Strong customer service and communication skills.
• Ability to analyze work processes and improve policies.
• Proficiency with Word and Excel.

Responsibilities

• Coach agents to yield optimal performance and engagement.
• Track personnel and payroll issues.
• Conduct performance appraisals.
• Maintain documentation on direct reports.
• Resolve escalated customer issues.
• Hold team meetings and communicate changes.

Skills

Customer service

Coaching

Team leadership

Communication

Time management

Problem solving

Tools

Microsoft Word

Excel

Job description

Overview

The Team Supervisor is responsible for supporting, coaching, developing and supervising a group of Customer Service Agents in an inbound call center environment. The supervisor position is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance management and appraisal of work groups in accordance with the organization’s policies and applicable legal requirements. Supervisors will perform related work as required.

Responsibilities

• Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team
• Track and take action on personnel and payroll issues.
• Conduct performance appraisals as required.
• Maintain accurate, current and consistent documentation on direct reports.
• Review productivity statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Successfully complete all client related training and continually update agents.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within a timely manner
• Promote the use of all center communication tools.
• Administer Recognition and Rewards programs in accordance with organization’s guidelines.
• May perform other additional duties and responsibilities as assigned

Qualifications

• Advanced user-level knowledge of computer technology and computer operating systems.
• Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
• Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals.
• Proven ability to analyze and improve work processes and policies.
• Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
• Must have proficiency with various software applications programs including Microsoft Word, and Excel.
• Problem Solving
• Customer/Client/Organization Focus
• Communication Proficiency
• Time Management Skills
• Ability to guide individuals toward goal achievement using:
• Negotiation
• Teamwork / Collaboration
• Motivation
• Staff development skills
• Ability to act as a role model within the organization.

WORKING CONDITIONS: This role routinely uses standard office equipment such as laptop computers, smart phones, and photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to point, handle or feel; and reach with hands and arms. This is a full-time position. Supervisors must be willing to travel, work all shifts, overtime, holidays, and emergency shifts as required.

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: IBEX Global is proud to be an equal employment opportunity and affirmative action employer. IBEX Global is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO/AA/M/F/Vet/Disability.