Supervisor - Inbound

Supervisor/ Team Lead - Strong Technical background - 1- 2 year BPO experience - Min 5 CXC/GCE/CSEC

About Us

Humach is a fast-growing company based in the United States and is an industry pioneer in the contact center and digital Associate /AI industry, focusing on customer Service, Sales, and other Support. For over 34 years, the leadership at Humach has continued to revolutionize the CX industry into where we are today. We combine the best of human and digital Associates for the benefit of the end customer.

Humans + Machines
That's Humach

Supervisor - Inbound 

The Supervisor is responsible for managing 15-20 Customer Service Associates, reviewing, and analyzing performance data, conducting root cause analysis for performance gaps, create improvement plans to address and correct and improve performance gaps. Supervisors will also be an integral part in the growth and development of the Customer Service Associates by enrolling and coaching them towards their career growth.

Essential Duties & Responsibilities 

• Communicate effectively with team members to establish a clear understanding of job expectations, performance goals, and procedures.
• Monitor and evaluate employee performance, providing feedback and coaching as needed to maintain a high level of service quality.
• Ensures Associate calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
• Be hands-on and demonstrates a desire to help team members by building effective working relationships, driving individual responsibility, and accountability, and contributing to the program’s successful performance.
• Teaches and improves up-selling and skills (i.e., improved call handling, navigation, and Product information research)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures team members understand changes and are aligned with organizational/site goals.
• Payroll updates and review for assigned team members on a biweekly basis.  
• Planning and conducting team meetings to share information, calibrate knowledge and performance, and motivate Associates to learn and excel.
• Attend Leadership meetings
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administers HR and Department policies as instructed.
• Presents his/her team’s performance in a business review format either weekly or monthly.
• Performs other assigned/related duties within the centre as directed.
• Supports and enforces:

·        Employee code of Conduct

·        Compliance Requirements and Procedures.

·        Call Handling

·        Dress Code

·        English Only Policy

·        Attitude/Behaviour 

·        Integrity

Experience 

• 1-2 years Supervisory experience in a BPO or related field.
• Strong Technical Support background is a plus.
• Excellent verbal and written communication skills.
• Knowledge of MS Word, Excel, Outlook, and Internet required.
• Minimum of Five (5) CXC/GCE subjects, including English Language and Mathematics or HEART Level-II.