Operations and Call Center Supervisor
MENA Assistance
Total years of experience :14 years, 7 Months
-Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
-Provides performance feedback and coaching on a regular basis to each team member.
-Writes and administers performance reviews for skill improvement.
-Ensures employees have appropriate training and other resources to perform their jobs.
-Responds to and resolves employee relations issues expressed by team members.
-Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
-Addresses disciplinary and/or performance problems according to company policy.
-Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
-Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
-Works as a member/leader of special or ongoing projects that are important to area/process improvement.
-Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
-Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
-Uses appropriate judgment in upward communication regarding department or employee concerns.