Supervisor
Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.
The Supervisor provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.
Duties and Responsibilities
- Identify, Prioritize and Coach agent development areas.
- Directly manage team of 10 or more agents.
- Documents account resolutions, issues, and general notes.
- Assists agents with functionality and basic troubleshooting of product or account issues for the customers.
- Maintains target levels of performance required by the client .
- Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
- Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
- Helps maintain a good team and working environment.
- Multitask, listen, input data, probes, and proves solutions to the agents.
- Ensure that all Agent reference materials are up to date.
- Undertakes duties of a general nature or additional tasks as business requires from time to time
- Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
- Ensure that agents have working equipment and all items needed to do their job.
- Experience as a Mentor.
- Excellent KPI’s.
- Must have PERFECT ATTENDANCE for the LAST 30 DAYS.
- Proficient knowledge of inbound contact center environment.
- Must have excellent phone skills, customer service skills, analytical and troubleshooting expertise.
- Must possess solid verbal and written communication skills.
- Must be able to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
- Must be able to accommodate a flexible schedule.
- Must have analytical and troubleshooting expertise.
- Resume of readiness updated.
- Have great Positive Attitude
- Ability to develop and motivate a team.
- Superb listening, probing, negotiation and de-escalation skills needed.
Additional Information:
The Results Companies is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.