Team Supervisor

ibex; Washington (District of Columbia); On-site; USD 52,000 - 68,000; Full time

Job summary

IBEX Global is seeking a Team Supervisor to coach and supervise a group of Customer Service Agents in an inbound call center setting. You will handle day-to-day supervision, attendance, training input, and performance appraisals in accordance with company policies.

You will lead performance reviews, track productivity, and ensure staff development while addressing escalated customer issues and maintaining accurate documentation. This role requires flexibility across shifts and travel as needed.

Qualifications

• Advanced user-level knowledge of computer technology and operating systems.
• Ability to guide individuals toward goal achievement using negotiation, teamwork, motivation, and staff development skills.
• Ability to demonstrate innovation and good judgment when making decisions.
• Ability to establish a course of action for self and others to accomplish goals.
• Ability to coach, develop action plans that maximize performance and provide feedback for demanding sales goals.
• Proven ability to analyze and improve work processes and policies.
• Excellent customer service and communication skills.
• Proficiency with Microsoft Word and Excel.

Responsibilities

• Coaching agents to yield optimal performance through understanding of the business and engagement with the team.
• Track and take action on personnel and payroll issues.
• Conduct performance appraisals as required.
• Maintain accurate documentation on direct reports.
• Review productivity statistics daily and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Complete client related training and update agents.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.
• Communicate process and client changes to the team promptly.
• Promote use of center communication tools.
• Administer Recognition and Rewards programs per guidelines.
• May perform other duties as assigned.

Skills

Coaching

Team leadership

Performance management

Communication

Negotiation

Staff development

Time management

Customer service

Tools

Microsoft Word

Excel

Job description

Locations: Pittsburgh, Pennsylvania

Categories: Operations

Req ID: 29129

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.