Supervisor

Teleperformance Albania, parte della piu grande Corporate, leader mondiale nella gestione del cliente, presente in 88 paesi del mondo, con le sue sedi a Tirana ed a Durazzo, sta cercando giovani dinamici e motivati per la sede di Tirana.

Supervisor

Job Summary / Overview

• Directly responsible for Agent Development
• Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met
• Working in a collaborative and engaging virtual environment, At Home Supervisor will be responsible for the operational delivery and relationship with the Clients as appropriate for your role. His/her main responsibility will be to ensure that quality and efficiency targets are achieved, by creating a highly engaging virtual environment and by using Teleperformance standard (TOPS & BEST).
• At Home Supervisor will be responsible for a team working from home. He/she develops the team to meet and exceed performance and client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.

Detyrat

Key Responsibilities and Accountabilities

• 80% of their time monitoring & coaching
• Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team
• Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets
• Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers’ inquiries promptly & professionally when necessary
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
• interaction with other Departments (WFM, QA, Payroll/HR, etc)

Kualifikimet

• Education and Specific Training
• High School diploma or equivalent
• Work Experience
• Tenured at least 6 months as an agent or previous experience as a SV

Required Skills

• Fluency in Italian
• Excellent written and verbal communication
• Analytical ability
• Leadership
• Teamwork
• Typing 30wpm
• MS Office
• Interpersonal skills
• Problem solving
• Management skills
• Planning and organizing
• Customer service oriented / Sales skills
• Flexibility
• Stress tolerance
• Job motivation
• Time management
• Coaching skills
• The KPI of the actual project should be in line with the target

Shënime