Customer Service Expert Supervisor

Call Center Team Supervisor

The Teleperformance team is now accepting applications for a Customer Service Expert Supervisor career opportunity at our Montego Bay location!

As a Supervisor you would be responsible for supervising and assisting call center experts to ensure effective operations.

Job Overview:

• Directly responsible for team Development
  • Review team performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met

• Manages and develops a team to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.

Key Accountability:

• 80% of their time monitoring & coaching
• Support, motivate, evaluate, develop and coach 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 Experts 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

• 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
• Ability to interact and collaborate with other Departments within the organization
 

Work experience requirements:

• Call center agent experience (at least six months)
• 1 year supervisory experience

• Completion of internal Agent development initiative like JUMP (preferred)
• Product knowledge
• Usage of MS Office
• Use of Workday and BMS

Teleperformance is open 7 days a week, 24 hour a day.  Supervisors are required to work some evening and weekend shifts.  Our office is located in the Montego Bay Freezone.